Advanced Associate, Test Center Support

As anAdvanced Associate Test Center Support Channel Quality you will play a critical role in ensuring a secure compliant and highquality testing experience across Pearson VUEs test center network. You will work closely with internal teams and test center partners to monitor performance drive continuous improvement and support operational excellence.

The Advanced Associate works closely with internal stakeholders including Channel Care Program Coordinators Channel Sales and Test Center personnel managing assigned channel quality activities to ensure consistently high standards of internal and external customer service.

This position requires the individual to be based within commuting distance of the Pearson Professional Assessments Noida office. The role is fully officebased and involves variable shift start times to support Pearson VUEs operations across SAARC and EMEA time zones.

Quality Compliance & Risk Management

• Monitor test centers to ensure adherence to Pearson VUE quality security and compliance standards.
• Review/Conduct audit(s) and create manage and track cases/documentation within defined SLAs based on the audit outcomes.
• Identify root causes of noncompliance and work with test centers to implement and track corrective actions to closure.
• Process new test center applications by performing due-diligence checks and ongoing changes with strong due diligence.
• Act as an escalation point for quality and security issues partnering with Global Security and other stakeholders as required.
• Work closely with internal teams to ensure a seamless test center experience.

Performance Improvement & Operational Excellence

• Analyze quality trends and performance data to proactively identify underperforming sites and emerging risks.
• Deliver refresher training and targeted guidance to test centers requiring improvement documenting progress and outcomes.
• Maintain accurate records trackers and reports to support audits reviews and leadership visibility.
• Consistently manage workload to meet case ageing accuracy and compliance targets for the assigned region.

AIDriven Productivity & Continuous Improvement

• Use modern digital and AI tools (e.g. Microsoft Copilot Power Automate Power BI agentic AI etc.) to improve efficiency in recurring tasks such as reporting documentation and communication.
• Apply datadriven insights to support better decisionmaking and prioritization of quality actions.
• Actively contribute ideas best practices and process improvements that enhance quality controls and operational efficiency.

General Responsibilities

• Contribute to team communications knowledge sharing and continuous improvement initiatives.
• Ensure all work aligns with Pearson policies related to Health & Safety Security Quality and Business Continuity.
• Demonstrate accountability attention to detail and a strong commitment to delivering high standards of service.

Essential Experience and Qualifications

• Vocational experience in a similar environment.
• Ability to follow detailed procedures and ensure a high level of accuracy in documentation and data.
• Ability to take responsibility for actions a self-starter who can work well in a dynamic and busy environment.
• Prioritization skills and experience of dealing with multiple projects in a structured way.
• Ability to establish rapport and deal with people at varying levels both internally and externally.
• Excellent communication skills in English both written and verbal.
• Ability to work in a team structure.
• Sound working knowledge of the Microsoft 365 Suite

Required Competencies

• Collaborative working
• Commercial awareness
• Nuances of delivery channel quality
• Effective Communication.