Online Assessments Supervisor

PSI Services LLC; Henderson (NV); On-site; USD 90,000 - 120,000; Full time

Job summary

PSI Services LLC in Henderson, NV is seeking a Supervisor, Online Assessments to coordinate PSI’s online proctoring operations for Onshore Clients. You will oversee QA, Technical Support, and Test Security teams, handle escalations, monitor performance, and develop action plans to raise service levels.

The role requires flexible hours to align with US business hours, with occasional early mornings, late evenings, and weekends, and you will lead teams, train staff, and produce regular queue and

Qualifications

• People leadership experience required, including managing remote/global teams.
• HS diploma required; bachelor's degree preferred.
• Online proctoring or testing environment experience preferred.
• Experience in employee relations or HR environments is desirable.
• Project management and multi-tasking experience desirable.
• Computer literacy with Microsoft Office and Atlassian software desirable.
• Ability to read and interpret safety and operating instructions.
• Evidence of identifying, evaluating and troubleshooting customer problems.

Responsibilities

• Direct oversight of QA, Technical Support, and Test Security teams for Onshore program.
• Hire, monitor performance, and take disciplinary actions as needed.
• Lead staff in online proctoring with knowledge of customer systems.
• Collaborate to meet Onshore Program goals.
• Provide weekly and monthly performance reporting.
• Provide ongoing training and coaching.
• Maintain exam security and confidentiality.

Skills

People leadership

Remote team management

Project management

Customer service mindset

Microsoft Office

Atlassian software

Education

High school diploma

Bachelor’s degree preferred

Tools

Microsoft Office

Atlassian suite

Job description

About the Role

The Supervisor, Online Assessments is responsible for the efficient coordination of PSI’s online proctoring operations for Onshore Clients, to include carrying out all tasks associated with the administration of remote proctoring. They have direct oversight of the Quality Assurance, Technical Support, and Test Security Specialist teams that are dedicated to the Onshore program. They are first contact for escalated issues, they monitor online proctor performance, assist in answering and responding to questions, and review team activities to develop action plans related to increasing and refining the skill level of their teams.

To serve customers and online exam-takers effectively, the team must have a flexible approach to working hours and arrangements. The role will require availability to align with US business hours but may include early mornings, late evenings and weekends on occasion (work schedule will be modified accordingly where adjustments are warranted).

Role Responsibilities

• Direct oversight of Quality Assurance, Technical Support, and Test Security Specialist teams that are dedicated to the Onshore program. This is to include hiring, performance monitoring, disciplinary action, and employee termination as needed.
• Leads staff involved in online proctoring with strong knowledge of customer systems and products/services.
• Works closely with managers and staff to assess and meet Onshore Program goals.
• Trains guides and monitors employee performance.
• Provide weekly and monthly team reports, to include daily, weekly and monthly queue performance reporting.
• Provides ongoing training and coaching.
• May monitor calls and exam sessions in online proctor group to ensure proper productivity and quality.
• Participates in the development, implementation, and update of training.
• Ability to logically assess difficult situations in a timely manner keeping in mind fairness between candidate and employee policies and procedures.
• Ability to act as leader in Supervisory or Managers absence in ensuring the properly running of the online proctored exam sessions.
• Work and communicate effectively with various levels of management and sponsors and act in the best interest of all parties involved.
• Coordinates work and vacation schedules of team members. Ensures online proctors provide prompt, courteous and knowledgeable service to all customers.
• Maintain confidentiality and security of all exams administered.
• Responsible for promoting and maintaining the highest level of exam security.

Knowledge, Skills and Experience Requirements

• People leadership experience is required, including experience of managing remote (global) employees and teams.
• High school diploma level of education is expected, bachelor’s degree is preferred.
• Online proctoring experience or equivalent experience in a testing environment is preferred.
• Experience in employee relations and/or Human Resources environments is also desirable.
• Project management and multi-tasking experience is desirable.
• Computer literacy and skills in Microsoft Office and Atlassian software are desirable.
• Ability to read and interpret documents such as safety rules and operating/maintenance instructions.
• Evidence of ability and experience in identifying, evaluating and troubleshooting potential problems for customers.

Benefits & Culture

• Retirement Benefits: 401(k), pension, or country-specific retirement plans with employer contributions
• Generous Time Off: Enhanced paid time off/annual leave policies
• Health & Wellbeing Coverage: Medical insurance tailored to your region, plus:
• US: Dental, vision, life, and short-term disability insurance
• UK: Medical cashback plan including dental, vision, and income protection
• Flexible Spending Accounts (US)
• Employee Assistance Program (EAP): Confidential support whenever you need it
• Work-Life Balance: We understand life happens outside of work, and we fully support flexibility
• Wellness Culture: Regular global wellness initiatives to help you stay healthy and inspired
• Future Planning: Tools and support to help you grow personally and professionally
• Giving Back: Enjoy a Volunteer Day each year and opportunities to support our communities and industry

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.