CSR(Proctoring) Full-time

2 weeks ago


Davao City, Davao, Philippines Fair Trade Outsourcing Full time

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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