Exams Specialist (Permanent, Full-Time)

SkilledTradesBC•Richmond, BC

5d•CA$65,421 - CA$88,512•Hybrid

About The Position

We are currently looking for one (1) Exams Specialist for a permanent, full time role. The Exams Specialist is responsible for the day-to-day administration and quality assurance of examinations and assessments, while providing guidance and support to Exam Administrators. This role responds to escalated and more complex examination-related questions and concerns, supports training providers and invigilation partners, reviews academic misconduct and exam compromise cases and contributes to the continuous improvement of assessment processes and systems. The role works closely with the Team Leader to support timely resolution of escalated issues and maintain effective service delivery.

Requirements

Highschool or equivalent, and post-secondary degree or diploma or equivalent is preferred; combination of education and experience will be considered
Demonstrated ability to provide professional, responsive service to a diverse range of internal and external stakeholders.
Strong communication, interpersonal, and relationship-building skills, with the ability to provide guidance and maintain positive working relationships.
Proven ability to manage complex inquiries and resolve issues using sound judgment, tact, and effective problem-solving skills.
Strong knowledge of administrative processes, procedures, and quality assurance practices in a service, operational, or assessment environment.
Exceptional attention to detail and accuracy when scheduling, verifying information, maintaining records, and ensuring data integrity.
Ability to identify process or system issues, document findings clearly, and support resolution and continuous improvement initiatives.

Nice To Haves

Experience supporting high-volume service environments with multiple stakeholder groups.
Experience de-escalating concerns and resolving service issues in an administrative or operational setting.
Experience working with exam administration, scheduling, case management, or similar operational systems.
Experience participating in system testing, process improvement initiatives, or implementation of operational changes.
Knowledge of secure records handling and information management practices within a regulated or policy-driven environment.

Responsibilities

Provide day-to-day guidance and support to Exam Administrators on processes, procedures, and issue resolution
Coordinate individual and group examination and assessment scheduling, verify eligibility, and follow up for additional information when required
Respond to escalated and more complex examination-related questions and concerns, acting as a second level of support
Review and assess academic misconduct and exam compromise cases
Manage academic misconduct case reviews, including fact-finding and documentation
Coordinate the review of suspected academic misconduct and exam irregularities
Support fair and consistent review of academic misconduct cases
Conduct case reviews related to exam misconduct and policy breaches
Mark examinations and perform quality assurance review of results, resolving anomalies where possible and escalating content concerns to Program Standards as needed
Prepare and arrange examination materials, record technical training results, distribute examination results, ensure the secure storage and handling of examination materials in accordance with internal and Red Seal operating policies and procedures
Support in the coordination of activating and deactivating exam versions as directed
Support continuous improvement by identifying recurring issues, recommending process enhancements, and helping promote consistency across the exam administration function
Support in resolving unique requests and escalations as they arise
Provide senior-level exam day support to invigilators, including guidance on exam processes, procedures, and issue resolution
Respond to escalated and more complex questions from training provider partners relating to the coordination and delivery of exam events
Follow up with training providers on technical training verifications, discrepancies in training results, and other issues requiring detailed review
Provides further support to the Exam Administrator team in coordination and implementation of large exam events, ensuring stakeholder readiness and effective issue management
Act as invigilator at training provider sites and the SkilledTradesBC office, including for higher-risk or complex exam sessions as required
Provide guidance and backup support for other roles within the Assessments department to support operational continuity
Act as a second-level point of contact for internal and external escalations, resolving issues where possible and identifying matters requiring further escalation
Serve as a liaison between the Assessments department and Information Technology to identify more complex system issues, communicate operational impacts, and support timely resolution
Identify, document, and escalate system deficiencies, and recommend improvements to enhance exam scheduling, delivery, marking, and reporting processes
Provide business process input and operational feedback to support the design and enhancement of software tools that meet assessment requirements
Participate in testing and implementation of technical solutions, validating that system changes meet business needs and support operational effectiveness
Troubleshoot and resolve more complex technical system issues directly impacting examination scheduling, administration, and marking, and provide second-level support as required
Support special projects and continuous improvement initiatives related to assessment systems, processes, and service delivery