Sr Associate - Assessments & Proctoring

Job Summary


Nature of The Job

• To manage Emails / CRM/ EDMC Tasks (regular complex) along with Phone Calls through MS-Teams and respond to enquiries from students, clients and staff within 24 to 48 hours, ensuring accurate and professional responses at all times in keeping with the corporate image of The University. Where necessary, re-direct enquiries to the appropriate Programme Team/department keeping students and clients fully informed of the status of their enquiry.

Job Purpose

• To gain a deep understanding of the GEI and Client partnership, the student journey with assisting students with their assessment and assessments related issues.
• To contribute to the development and to adhere to process maps, manuals, training materials, within Assessment Operations
• To deliver timely, professional and proactive services to staff and students.

Key Accountability

• Actions: Ensuring timely and professional communication. Manage calls, Email , EDMC, CRM( Regular and Complex) related tasks, ensuring responses to students, clients, and staff are delivered within agreed SLAs and reflect the University s professional standards. Demonstrate strong process knowledge by aligning all communication with relevant SOPs. Proactively support critical operational activities such as oral link coordination, result communications, during peak or time-sensitive periods.
• Efficiently managing and directing enquiries: Evaluate and route enquiries to the appropriate programme, or department with clear context and accurate information. Maintain regular interaction with students and clients to ensure transparency and clarity. Provide operational support to cross-functional teams by stepping into additional responsibilities during high-volume or peak periods.
• Maintaining accurate and complete records : Record all interactions and case updates in CRM and related systems, ensuring a complete, accurate, and auditable trail of communication. Apply quality awareness when maintaining records, supporting internal reviews, audits, and informed decision-making.
• Delivering accurate and timely information : Provide comprehensive and accurate guidance on all aspects of assessments, drawing on strong knowledge of assessment regulations and SOPs. Address complex student queries with clarity and professionalism, coordinating with internal departments where required.
• Ensuring adherence to policies and regulations: Consistently apply client policies, procedures, and assessment regulations in daily operations. Actively refer to relevant SOPs to ensure compliance and contribute to maintaining high standards across assessment processes. Participate in quality reviews and compliance checks as part of internal audits.
• Providing accurate and professional responses to routine inquiries : Handle routine enquiries via phone and email with a student-focused and professional approach. Perform regular quality checks on responses to ensure accuracy, consistency of tone, and alignment with university communication standards.
• Supporting New Joiners through Buddying: Buddy new joiners and provide day-to-day guidance throughout their learning curve. Support them in understanding calls, email handling, CRM/EDMC usage, and proctoring tasks. Maintain a documented record of buddying support and escalate learning or performance concerns to the Team Leader where required.

Desired Profile

Qualification

• Graduate level or equivalent
• Proficient in Microsoft Office Tools and CRM software

Skills

• Excellent oral and written communication skills in English.
• Diplomatic and assertive manner
• Takes pride in completing work to a high standard
• Ability to identify and logically analyze issues and suggest/implement solutions
• Attention to detail and accuracy
• Ability to work with people at all levels of seniority
• Polite, reliable, helpful and positive attitude.
• Ability to cope when under pressure
• Excellent organizational skills
• Flexibility in working hours required including weekends and changes in shift at short notice

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