Assessment Operations Specialist

Assessment Operations Specialist

Requirements

• Ability to learn and navigate different technological platforms.
• Proficient use and operation of personal computers and associated standard software, including Microsoft Office Suite.
• Ability to keep a professional attitude with staff and students.
• Able to accept and implement feedback from QA Coaching and in Supervisor one on one settings.
• Ability to work in a dynamic and flexible environment.
• Strong analytical skills balanced with effective communication and excellent customer service skills.
• Strong verbal and written communication skills.
• Accomplish tasks by following a defined standard or set of procedures to achieve day to day objectives.
• Ability to stay current with updates in a rapidly changing environment.
• Willingness to learn and grow.

Responsibilities

• Assist students in resolving technical issues related to assessment platforms, tools, and systems, ensuring timely and effective solutions.
• Provide step-by-step guidance to students on accessing and using assessment systems, addressing common technical challenges.
• Escalate unresolved or complex technical issues to supervisors or technical support teams as needed.
• Respond promptly and professionally to student inquiries related to assessments, including scheduling, policies, and procedures.
• Deliver accurate and clear information to ensure students understand assessment requirements and processes.
• Maintain a supportive and empathetic approach to help students navigate assessment challenges.
• Utilize institutional systems, databases, and tools to access student information, document interactions, and track case resolution.
• Stay updated on system updates, features, and best practices to enhance service delivery.
• Work closely with team members and supervisors to share knowledge, discuss challenges, and improve service workflows.
• Communicate student feedback and trends to supervisors to inform process improvements and policy updates.
• Ensure all interactions meet quality and accuracy standards, reflecting a positive image of the university.
• Documents support cases thoroughly, accurately, and promptly in the appropriate systems.
• Identify recurring issues or inefficiencies in assessment processes and provide feedback to supervisors for potential solutions.
• Suggest enhancements to tools or workflows that could improve the student experience or operational efficiency.
• Participate in training and development programs to improve technical skills and stay informed about university policies.
• Performs other job-related duties as assigned.

Preferred Qualifications

• Bachelor’s degree within technical or related field
• Technical certifications