Customer Experience Specialist

The Midtown Group; United States; On-site; USD 40,000 - 50,000; Part time

Job summary

A leading educational services provider is seeking a Program Quality Specialist to enhance service quality for examinees. This entry-level position requires investigating testing concerns and analyzing data to propose enhancements. The candidate will monitor vendor performance and address examinee feedback, ensuring high quality during examination processes. Strong analytical and communication skills are essential for effectively resolving testing issues and improving applicant experiences. A contract engagement in a non-profit organization setting is offered.

Qualifications

• Ability to analyze data and identify patterns.
• Experience in customer service or related fields.
• Strong written and verbal communication skills.

Responsibilities

• Improve quality of services for examinees.
• Investigate and resolve testing concerns reported by examinees.
• Evaluate vendor performance related to test delivery.
• Review post-exam surveys for testing experience issues.

Skills

Data analysis

Communication

Problem-solving

Client interaction

Job description

We are actively interviewing for the following job opportunity. If interested please apply now

Job Description

Program Quality Specialist is responsible for improving the quality of our services to MCAT and PREview examinees, collaborating with security, accommodations, the call center and others. They will review and respond to examinees' concerns about their test day experiences, company records, and administrators' reports about problems on test day to resolve test center/test session concerns. They will analyze data associated with this work to identify patterns and propose changes that improve MCAT and PREview policies and procedures. They will take action to address issues that routinely arise in areas of assigned responsibility, but may receive guidance or expertise from higher-level staff on more complex problems.

Testing Concerns

Investigate and resolve testing concerns reported by examinees:

• Review and synthesize information from multiple sources – including case problem reports generated from vendors, site performance data, session recordings, chat logs, and follow-up reports from vendors – to determine disposition of testing concerns
• Request and analyze reports, videos, and other relevant information as needed from vendors to conduct testing concern research
• Uphold the established Test Center/Session Concern policies when issuing post-void offers or denying post-void requests, and partner with Manager, Testing Experience & Communications on novel cases to ensure consistency; document decisions and rationales
• Assess and disseminate performance from post-exam survey data, and evaluate available logs to properly address examinee concerns
• Monitor outstanding investigation items to ensure testing concerns are resolved, or scores are placed on hold prior to score release

Evaluate and report on vendor performance related to test delivery:

• Review Case Problem Reports after every test administration event to identify potential technical, test center administrator/proctor, or environmental issues affecting exam delivery
• Track issues to identify recurrent program-wide or site-specific disruptions to expected test administration
• Share findings and implement plans/fixes with vendors to improve the exam day experience through appropriate corrective action and ensure compliance with testing policies and expectations
• Audit time-add cases to ensure accuracy and consistency with the time-add procedure to minimize the risk of score cancellations; recommend actions to be taken based on policy for score cancellations

Customer Satisfaction

Review post-exam surveys for testing experience issues:

• Analyze narrative data about test administration from examinees' end-of-day surveys, test center concerns and other data to assess channel-wide and test center performance
• Complete follow-up with vendor from center/session complaints and end-of-day survey feedback to identify reported technical and experiential issues with exam delivery that can be corrected at the site or corporate level
• Recommend survey content to assist with monitoring testing experience and vendor performance

Seniority level

• Entry level

Employment type

• Contract

Job function

• Education, Administrative, and Customer Service

Industries

• Non-profit Organizations