Deputy Test Centre Administrator

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

The IELTS Deputy Test Centre Administrator is responsible for providing administrative support to Pakistan IELTS Manager in accordance with IELTS regulations and IDP policies. Strict adherence to test security and administration requirements is an essential part of the job.

Key accountabilities

1. Customer Service
2. Business Acumen
3. Quality
4. Operations Management
5. Client Management
6. Project Service Enhancement
7. Test Day Tasks

Detailed Responsibilities

Customer Service

• Ensure all test candidates receive exemplary customer experience at every contact point before, during and after sitting the IELTS test.
• Ensure all staff involved in testing are culturally sensitive.
• Provide clear, comprehensive advice to general enquirers and ensure that more complex enquires are forwarded to the correct person for a response.

Business Acumen

• Assist in the management of the budget for IELTS testing in designated region, including test revenue and all associated costs – staff, venue, storage, premises etc.
• Provide regular management and financial reports on testing as required.
• Assist the IELTS Operations Manager/Test Centre Administrator as required to ensure all business operations provide annual business plans that are aligned with IELTS Business objectives
• Continually monitor test day availability and capacity to ensure centres meet current demand.

Quality

• Assist the IELTS Manager in the conduct of audits on IELTS test centres as scheduled and provide documented feedback and reports.
• Ensure both test centres and off site testing operations are managed within the IELTS operating procedures.
• Ensure adherence to all IELTS manuals.
• Assist the IELTS Manager in adhering to PSN policy and procedure of all Examiner Trainers and Examiners.
• Assist with the development and implementation of IELTS policies.
• Work in a professional manner with stakeholders and in accordance with organisational values.
• Monitor all current contracts to ensure terms are adhered to.
• Inform the IELTS Manager of issues regarding risk management / security to ensure centre compliance with security policy and procedures.
• Process all invoices in a timely manner.

Operations Management

• Support the IELTS Manager/Test Centre Administrator with the following activities;
• Supervision of IELTS testing conducted in designated test centres / locations (see separate section below: ‘Support with the following test day tasks’).
• Financial and statistical reporting and invoicing is conducted accurately and on time.
• Independently perform self-audits on the relevant IELTS test centre as required and provide documented feedback and reports.
• Manage the regular Clerical Marker monitoring program and the production of reports as required.
• Manage the delivery of projects on time, within budget and in accordance with annual plans and targets.
• Supervise Administrative Assistants on tasks/ projects as required.
• Identify and leverage opportunities to increase cooperation, efficiency and operational effectiveness between IDP’s student placement and IELTS operations

Client Management

• Assist in stakeholder management activities to maintain stakeholder satisfaction and integrity of the test
• Assist IELTS Manager/ Test Centre Administrator to build and maintain a good working relationship with stakeholders both internal and external ensuring that all business outcomes are satisfactorily met

Project Service Enhancement

• Work with the IELTS Manager/ Test Centre Administrator on projects identified as a result of IELTS Partner Working Groups.
• Assist the IELTS Manager with preparation of management reports
• Participate in reviews of IELTS manuals and procedures for test enhancement.
• Participate in reviews of IELTS promotional material.

Detailed Responsibilities

Support with the following test day tasks

Exam Preparation

Assist IELTS Operations Manager/Test Centre Administrator in organising each test.

Preparing the Exam venue

• Ensuring all test materials, Registration folders, desk labels and all other materials required for the test per the test checklist, are organized and ready to be taken to the test venue.
• Ensuring adequate invigilators for the test by contacting invigilators and planning staff levels for test in advance.
• Ensuring all invigilators have signed appropriate documents and passed all required training.
• Responsibility for preparation of the exam room(s)and registration and belongings storage areas in accordance with IELTS requirements including:

o Sound equipment check

o Seating

o Signage

o Lighting

o Projectors and Power Point ready

o Desk labels affixed properly

o Seating plan drawn up and replicated for invigilation staff

o Placement of bollards for crowd control.

Starting the Exam

• Conduct pre-test briefing and job allocation for invigilators

Supervising the invigilation team to ensure:

o Efficient movement of candidates to registration and into the exam room.

o Precise inventory control of test materials at all times.

o Invigilator collection of test materials in prescribed manner.

o Candidates given correct test materials.

o Registration, impostor detection and checking of belongings managed in accordance with highest test standards.

During the Exam

Supervise:

o Reading of invigilation script

o Distribution test materials

o Counting and inventory control of all test materials

o Timing of the test

Dealing with queries, test day incidents and any misconduct occurrences and ensuring that IELTS policies and procedures are adhered to.

Recording all absentees on the seating plan.

Finishing an Exam

• Supervising orderly and efficient collection of test materials.
• Conducting and signing off, final inventory control count of all test materials.
• Supervising orderly exit of candidates and collection of belongings.
• Supervising packing and despatching of all test materials as required.
• Collection and sign off of all staff timesheets

Post Exam

• Organize all aspects of post-test materials handling to appropriate location.
• Organize secure destruction of test materials.
• Organize and supervise marking of test materials, including staffing with appropriately qualified examiners and clerical markers.

Data Entry

On ORS for test sessions

Required experience

• Educated to bachelor’s degree level or equivalent.
• Relevant work experience relating to administration and business support activities
• Fluent in English language
• Strong administrative skills
• Outstanding communication skills and able to communicate effectively with different stakeholders with varying needs (students, parents, institution representatives, colleagues etc.).
• Customer focussed, with a passion for providing outstanding service.
• Ability to proactively identify, analyse and solve problems effectively.
• Sound judgement and the ability to make decisions and act with integrity, in the best interests of IDP.
• Excellent planning and organising skills with the ability to manage multiple competing priorities.
• Sound IT skills – Microsoft Office suite, CRM systems