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CSR(Proctoring) Full-time
2 weeks ago
JOB PURPOSE
A CSR-Proctor assists test takers in getting them into their exams. The primary purpose of a proctor is to prevent the test-taker from cheating during the exams. A Proctors task is to guide the test-taker during the launching process and maintain the examination area's orderliness without sacrificing customer service or efficiency. A proctor should have the knowledge of demonstrating basic technical troubleshooting skills before transferring a test-taker to the technical support team to maintain continuity of service.
SPECIFIC DUTIES AND RESPONSIBILITIES
The following are the specific duties and responsibilities of the Customer Service Representative:
- Reports directly to Floor Managers, Shift Managers and Managers on Duty
- Grabs all assigned sessions.
- 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
- Reaches out to advocate team in cases that there is an exam issue.
- Launch their test-takers within the given period efficiently.
- 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.
- Verify exam submission.
- Documents any notable events during the session.
- Troubleshoots basic issues before and during the exam session.
- 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.
- Completes all training courses and refresher training courses sent through Canvas.
- Reaches out to Managers for attendance concerns 2 hours before the shift.
- Diligently strive to meet the metrics set by the operations e.g., Session Per Hour (SPH), Launch time, Observation Touchpoint, 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
QUALIFICATIONS:
- With or without BPO experience
- No prior commitments (e.g. studying)
- Good English communication skills
- Amenable to work on shifting schedules
- Can navigate or operate PCs
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