Documentation Specialist

Clearwater, FL, USA Req #3914
Thursday, November 18, 2021
About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

JOB TITLE:

Documentation Specialist

REPORTS TO:

Operations Manager

DEPARTMENT:

Technology & Product

LOCATION:

Clearwater, Florida

 

JOB OVERVIEW

Prometric is seeking a Documentation Specialist who is an integral part of our Best-in-Class Proctoring organization, helping to ensure that our candidates who wish to test can do so in a professional and secure manner. You will be responsible for working closely with the Client Service Success Team to assess Client Practices (CPs), ensuring that they align with ProProctor’s standard operating procedures. Tracking trending escalations experienced during the test day that may require adjustments to the CP. This is to improve the relationship between the Client and Proctors to provide the best testing experience for candidates.  

The Documentation Specialist role is also responsible for maintaining vital ProProctor documents for training and operational use, working alongside Managers and Shift/Team Leads to provide existing agents access to these documents and supporting the overall quality of the agents and candidate’s experience.   In addition to the responsibilities detailed below, the Documentation Specialist will need to perform other duties as assigned.

COMPANY BACKGROUND

Prometric (www.prometric.com) is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

RESPONSIBILITIES

Client Practices (CP) Essential Functions:

  • Receive new or update existing CPs  
  • Maintain a record of all changes made to the CPs  
  • Review CPs to ensure all criteria is:  
    • Easy to read for Proctors  
    • Maintains consistency with existing CPs  
    • In-line with ProProctor/Prometric Standard Operating Procedures (SOPs)  
  • Collaborate with CSS Team  
    • Implement updates and any unique Client requests  
    • Speak on Client expectations for Proctors  
    • Update CP with Go Live dates and/or testing windows/admins
  • Provide reviewed CPs to confirm final revisions  
  • Upload final CP PDF to Global ProProctor SharePoint  
  • Post on Teams for all Prometric and Partner Proctors  
    • Updates to existing CPs  
    • New Clients Go Live dates with information on important CP elements  

   ProProctor Operational Documents Essential Functions:

  • Maintain and update ProProctor Playbook, and Scripts  
  • Ensure all documents referenced in the Playbook are up to date, matching current SOPs  
  • Create and adjust documents for other departments (ex.: TA ProProctor Playbook)  
  • Attendance Tracker and Leave Calendar for the USA Teams  
  • Easy Serve Daily Rosters  

  

Access Requests  

  • Approve/Deny Proctor access  
    • Global ProProctor SharePoint and Teams’ Channels  
    • Interim - IDM/Hitachi 30-day Recertification for Partner Proctors
    • Unlocking and assisting with password resets for Prometric/Partner Proctors 
    • Interim - Easy Serve for ProProctor Sites

  

QUALIFICATION REQUIREMENTS

EDUCATION

  • Minimum High School Diploma required; college experience preferred
  • EXPERIENCE One to two years customer service-related experience required
  • Advanced to Expert in Microsoft windows-based computer applications and internet browsers

 

SKILLS

  • Excellent attention to detail and organizational skills
  • Good judgment and strong decision-making abilities
  • Exceptional communication skills, both verbal and written
  • Focus on a single task for extended periods of time
  • Make decisions and escalate issues as needed
  • Flexible working schedule: must be able to work weekends or late shift when required

 

ADDITIONAL REQUIRMENT(S)

  • Must be eligible and become IRS certified within 60 days of beginning employment

PHYSICAL JOB REQUIREMENTS

  • Visual requirements include the ability to be observant, focused

 

Prometric is an equal opportunity employer: disability/veteran

 

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.

Other details

  • Pay Type Salary
  • Job Start Date Thursday, November 18, 2021
  • Job End Date Friday, January 21, 2022
Location on Google Maps
  • Clearwater, FL, USA