Online Assessments Supervisor

PSI Services•Henderson, NV

7d•Onsite

About The Position

The Supervisor, Online Assessments coordinates PSI’s online proctoring operations for Onshore Clients and oversees the administration of remote proctoring. The role directly supervises the Quality Assurance, Technical Support, and Test Security Specialist teams dedicated to the Onshore program. The supervisor handles escalated issues, monitors online proctor performance, responds to questions, and reviews team activities to develop plans for improving team skills and performance. The role requires availability aligned with US business hours and may include early mornings, late evenings, and occasional weekends, with schedule adjustments where warranted. The supervisor works with managers and staff to meet program goals, oversees staffing and performance, supports training and coaching, reports on queue performance, and promotes customer service, confidentiality, and exam security.

Requirements

People leadership experience, including experience managing remote global employees and teams.
High school diploma-level education.

Nice To Haves

Bachelor’s degree.
Online proctoring experience or equivalent experience in a testing environment.
Experience in employee relations and/or Human Resources environments.
Project management and multitasking experience.
Computer literacy and skills in Microsoft Office and Atlassian software.
Ability to read and interpret documents such as safety rules and operating or maintenance instructions.
Demonstrated ability and experience identifying, evaluating, and troubleshooting potential customer problems.

Responsibilities

Directly oversee the Quality Assurance, Technical Support, and Test Security Specialist teams dedicated to the Onshore program, including hiring, performance monitoring, disciplinary action, and termination as needed.
Lead staff involved in online proctoring and maintain strong knowledge of customer systems and products or services.
Work with managers and staff to assess and meet Onshore Program goals.
Train, guide, and monitor employee performance, providing ongoing training and coaching.
Provide weekly and monthly team reports, including daily, weekly, and monthly queue performance reporting.
Monitor calls and exam sessions in the online proctor group as needed to assess productivity and quality.
Participate in developing, implementing, and updating training.
Assess difficult situations promptly and logically, balancing fairness with candidate and employee policies and procedures.
Act as leader in the absence of a supervisor or manager to ensure online proctored exam sessions run properly.
Communicate effectively with management and sponsors and act in the best interests of all parties involved.
Coordinate team members’ work and vacation schedules.
Ensure online proctors provide prompt, courteous, and knowledgeable service to customers.
Maintain confidentiality and security of administered exams and promote the highest level of exam security.

Benefits

401(k), pension, or country-specific retirement plans with employer contributions.
Enhanced paid time off or annual leave policies.
Medical insurance tailored to the employee’s region.
In the US: dental, vision, life, and short-term disability insurance.
In the UK: medical cashback plan including dental, vision, and income protection.
Flexible Spending Accounts in the US.
Employee Assistance Program with confidential support.
Work-life flexibility.
Regular global wellness initiatives.
Tools and support for personal and professional growth.
A Volunteer Day each year and opportunities to support communities and the industry.