CSR/Proctor (Pro)

Job Purpose

A PRO Proctor assists VIP and triple star test takers in getting them into their exams. Maintain Academic Integrity during the proctoring process and complete multiple proctoring tasks at the same time without sacrificing customer service or efficiency. A PRO proctor exhibits exceptional troubleshooting and multitasking skills to address customer’s technical and exam issues.

Specific Duties and Responsibilities

The following are the specific duties and responsibilities of the Pro Proctor

Reports directly to PRO Associate Manager and PCM

Grabs all assigned sessions on the PRO assignment tracker.

Proactively helping in the queue if needed

Verifies the test taker’s identity before opening the exam.

Secures the testing environment both Virtual and Physical

Grants access to test taker’s exam

Maintains the academic integrity of an exam by monitoring the test taker.

Reaches out to an intervention specialist as soon as a breach is suspected.

Confirms exam completion.

Documents any notable events during the session.

Comprehends and completes special or specific instructions for VIP Institutions

Troubleshoots technical and exam issues before and during the exam session.

Reach out to the advocacy team for exam issues.

Flexible to be switched to different tasks if required by the managers.

Provides timely and professional service.

Is fully aware and is compliant with FERPA (Family Education Rights and Privacy Act)

Observes ENGLISH ONLY POLICY all the time while in the production floor.

Maintains a good tone of voice, word choice and positive scripting when speaking with a test taker.

Review updates from email and operation toolkit

Follow the scheduled lunch and short breaks.

Completes all training courses and refresher training courses sent through Canvas.

Reach out to Managers for attendance concerns 2 hours before the shift.

Diligently strive to meet the metrics set by the operations e.g. Launch time, Touchpoints, Academic Integrity, etc.

Observes professionalism and shows Respect to co-proctors and Managers all the time.

Adheres to all set policy by the company and client.

Respond to all chats in less than a minute.

Maintain professionalism and courtesy in all chat conversations.

Will always remember and reinforce Proctor U Promise.