Testing Lead
AMIDEAST
مجموع سنوات الخبرة :10 years, 8 أشهر
• Working on the SAT project as follows:
- Administering all the SAT exams in Cairo.
- Preparing all human resources and logistics needed for the SAT exams.
- Building and maintaining long-term relationships with American Diploma schools’ principals and supervisors.
- Acting as the connecting link between the SAT test centers and College Board and Educational Testing Services (ETS)
- Verifying SAT scores for the admission offices for private and public universities and the Supreme Council of Universities.
- Conducting orientation sessions for SAT candidates in house and outreach.
- Ensuring that all SAT testing materials are accurately verified upon their receipt before and after the test administration and maintaining test security and integrity at all times.
- Handling the SAT test centers requests before the exam, on the day of the exam and after the exam and whenever needed.
- Responding promptly to SAT inquiries received from Test Center Observers on the day of the exam.
- Responding to Test Centre Coordinators’ calls on the day of the exam.
- Monitoring and Observing SAT testing centers to ensure that they meet the College Board requirements whenever requested.
- Maintaining an updated records of the Test Center Observers’ evaluation reports.
- Maintaining accurate monthly statistics for registrations and scores.
- Ensuring that the SAT testing filling system is always updated and easily accessible.
- Supporting the Upper Management in resolving all issues related to SAT exam.
- Handling difficult SAT candidate complaints at the customer service department.
- Responding to official governmental letters.
- Training all the Test Center Observers and the Test Centre Supervisors.
- Vetting new schools in order to become new SAT test centres.
• Working on other projects as follows:
- Overseeing test administrations as a backup to the PROMETRIC Test Center Manager.
- Administering the Chartered Financial Analyst exam (CFA)
- Administering the Graduate Record Examination (GRE) Subject Tests.
- Administering the Law School Admission Test (LSAT)
- Administering the TOEFL paper-based testing for special accommodations.
- Administering the Preliminary SAT (PSAT) exam.
- Administering the College Level Examination Program (CLEP)
- Handling TOEFL iBT, GRE and GMAT local registration applications.
- Proctoring students remotely while taking the TOEIC and TOEFL ITP test via Zoom.
- Managing all logistics related to the administration of the above-mentioned test administrations.
- Working on all projects’ annual budget.
- Working on all projects’ business plan throughout the year.
- Tracking monthly target achievements.
- Analysing monthly financial reports to track expenses and revenues.
- Working with different departments (CS, Exchange, Finance, HR, IT, Admin and EL)
- Answering testing inquiries and provides information about various testing programs to candidates.
- Collaborating in fairs to promote testing products.
- Providing backup support for Testing Unit staff during peak hours and staff absence.
- Representing Testing Services Director when needed in stakeholder and/or upper management meetings.
- Assigning weekly/monthly work schedule for testing support staff.
- Conducting performance appraisals and coaching sessions for testing staff.
- Participating in the recruitment and selection of testing new hires.
- In all activities, taking all required security precautions according to set rules and regulations to maintain test and score security.
- Handling all candidate complaints with courteous and prompt manner.
- Other assigned duties upon need.
• Working on the SAT project as follows:
- Increasing the awareness on SAT testing services by conducting information sessions to SAT registrants while registering for the SAT exam throughout the year.
- Preparing presentations for SAT registration.
- Verifying the SAT exam materials upon receipt and after each exam.
- Uploading the SAT rosters from the Test Centre Supervisor's website.
- Updating the Test Center Observers’ information list on regular basis.
- Collecting the Test Center Observers' personal and financial documents requested by HR department.
- Handing and receiving back the SAT exam materials from the Test Center Observers on test date and securing them in the SAT storages.
- Ensuring the accurate, timely and systematic delivery of SAT score reports.
- Handling difficult SAT candidate complaints at the customer service department.
- Updating the American Diploma schools’ list on regular basis.
- Submitting the SAT statistics every month.
- Responding to email and phone call inquiries.
- Observing SAT exam at test centres.
- Training and supervising summer interns.
- Handling work tasks and responsibilities independently and with minimal supervision
• Working on the local registration project as follows:
- Preparing the statistics of local registration every month.
- Handling local registration candidate complaints.
- Working on local registration Facebook advertisements.
• Working on the PSAT Exam project as follows:
- Promoting PSAT exam to schools.
- Following up the PSAT bulk payments.
*Working on SAT registration as follows:
Holding SAT registration sessions
Accepting SAT paper registration forms from American diploma students.
Receiving SAT bulk registration from American diploma schools.
Preparing the SAT admission tickets for each SAT exam.
Making sure that SAT testing filling system is up to date.
Preparing the SAT additional score reports and candidate score reports and handing them to the customer service team for distribution.
Doing the data entry of the SAT DI score reports.
Verifying the SAT exam material upon receipt.
Uploading the SAT roster from College Board website.
Updating the SAT observers' information on regular basis.
Handing and receiving back the SAT exam material from the observers on test day and securing them in the storage.
Verifying the exam material after each exam and sending them abroad.
Preparing the SAT score lists.
Handling difficult SAT candidate complaints.
Updating the American diploma schools' list on regular basis.
Preparing the SAT statistics.
Responding to email and phone call inquiries.
Vetting new schools that want to be test centers.
Observing SAT exam at test centers.
Training and supervising summer interns.
* Working on PSAT registration as follows:
Promoting PSAT exam to American Diploma schools.
Following up the PSAT bulk payments.
Handing and receiving back the PSAT exam materials from schools on test date.
Preparing the PSAT candidate score reports upon receipt.
Handing the PSAT scores to schools.
*Working on local registration as follows:
Processing local registration for TOEFL iBT, GRE and GMAT exams.
Sending confirmation emails to local registration candidates to confirm the test date and location.
Preparing and stamping printed TOEFL iBT and GRE score reports.
Preparing the local registration statistics.
Working on local registration Facebook advertisements.
Handling local registration candidates' complaints.
- Composes and types routine letters, memoranda, reports and minutes of meetings.
- Receives and screens visitors and telephone calls.
- Takes messages and provides information to callers.
- Schedule and arranges appointments and meetings for professional and/or management staff and notifies interested parties.
- Establishes and maintains office files, logs, indexes, control records or other information concerning the work under the supervisor’s control.
- Takes minutes of meetings.
- Prepare weekly and monthly reports.
- I provide the British Council customers with the information needed and answer their questions concerning the teaching centre, examinations, events and other activities.
- I am also helping on the registration process, gathering the data needed to meet our targets.
- I am covering the team leader task, checking the service level and making the daily reports.
Resolving calls efficiently and effectively,
Ensuring that all the targets and service level agreements are met and maintained.
Responsible for analyzing, investigating and subsequently resolve difficult customer account issues in a time sensitive environment.
Responsible to effectively train new and existing agents on new or updated policies and procedures.
Prepared weekly reports for the management.
Ensure that Agents have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity.
Conduct call-coaching training sessions each week. Provide feedback to Agents on other daily performance and behavioural activities in a timely manner. Communicate expectations to new employees and provide timely business updates and changes.
Administer payroll in accordance with company policy and procedures.
Provide feedback to team members on both call coaching and other daily performance and behavioural activities.
Solving the customers technical and billing issues.
Helping the customers to activate their Satellite radios making sure that they are receiving the signal
Selling radio devices to customers.