Testing Officer

3 weeks ago

Kitchener, Canada Conestoga College Full time

Requisition Details

**Job Title**:
**Testing Officer**

**Requisition #**:
**23-415**

**Campus**:

Doon

**Department**:

Testing & Assessment Services

**Payband**:

G

**Starting Rate**:

$30.87

**Payband Range**:

$30.87 - $35.77

**Hours/Week**:

35

**Posting Date**:

Friday, February 17, 2023

**Closing Date**:

Sunday, March 5, 2023 at 11:59 PM EST

**Vacancy Type**:

Support Staff - Full-time

Support Staff Full-time Replacement Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The Testing Officer works as an integral member of the front-line customer service team providing support to all internal/external testing stakeholders that use services in the Test Centre. The incumbent is hands-on in delivering day-to-day service activities in a high volume, secure, professional, and integrity-based environment. This position works closely and collaboratively with the team in the Test Centre to ensure consistency and effective workflow processes.

**Responsibilities**:
**Service Delivery**
- Handles a high volume of individualized stakeholder inquiries related to processes and scheduling tests
- Provides timely and accurate information and direction to a widely diverse group of stakeholders in a front-facing customer service environment
- The first point of contact, provides information and assistance for make-up, apprenticeship, professional designation, language, accommodated and pre-assessment tests
- Assesses inquiries and makes decisions regarding the nature and immediacy of needs, problem-solves urgent/timely situations and crises
- Supports the development and continuous improvement of workflow processes with fellow team members
- Facilitates invigilation of tests on a rotation with other team members as required for coverage
- Liaises with other college departments and staff as required to clarify service delivery for stakeholders
- Shares responsibility for pre-test and post-test administration of materials for all testing types
- Escalates issues of concern to the manager

**Administration and Communications for Specific Testing Types**
- Primary contact for communications related to a specific type of testing as determined by the manager based on activity cycles and demand (i.e. Make-up Testing, Apprentice Exemptions, External Testing, Pre-Assessment Testing, Group External Testing, and Accommodated Testing)
- May be assigned as an administrator, vendor/stakeholder, and primary point of contact for the correlated testing platforms to ensure smooth testing processes such as registrations, materials downloads, and reporting
- Tracks statistics, sets draft schedules, invoices clients, and follows up with external testing vendors
- Assists with the updating of communications and departmental documentation including manuals, quick reference guides, websites, standard operating procedures, etc.
- Assists the Manager by providing support to invigilation teams as required
- Assists the Manager with the creation of a weekly draft schedule of additional staff for the manager's final approval
- Coordinates with other College employees as required for technical assistance including the Test Centre Technology Officer and Information Technology staff
- Other duties as assigned such as, but not limited to, assisting with resources setup (tablets), peak week support (e.g. final exams), orientation activities, and technology updates

Qualifications:

- Two-Year Diploma in Office Administration, Business Administration or related field of study
- Two years of experience in a high volume office environment in a front-facing customer service role; Well-developed customer service skills to support diverse stakeholder profiles and needs
- One year of experience working in a post-secondary environment is preferred
- Excellent verbal and written communication skills
- Strong interpersonal skills, including the ability to reach an agreement, build and maintain relationships and exercise tact, confidentiality, and diplomacy
- Ability to deliver exceptional customer service, anticipate customer needs, respond, and make appropriate decisions within the scope of the role
- Excellent organizational skills; ability to multi-task
- High level of computer literacy and the ability to adapt to changing technology tools as required
- Good judgment as well as strong problem solving and decision-making abilities
- Collaborative team member with dedication to a teamwork environment

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