Testing Support Coordinator

Baylor University•Waco, TX

6h•Onsite

About The Position

Serves as the first line support, communication, and triage lead for the OALA Testing Center. This position manages day to day student inquiries, manages the Testing Center email inbox, supports student workers with routine testing questions, coordinates standard testing logistics, and routes issues to the appropriate staff member. They help ensure students and student workers have timely guidance, clear communication, and an organized testing experience, while keeping technology issues, complex accommodation matters, and higher level concerns in the appropriate staff lanes.

Requirements

A bachelor's degree and less than one year of relevant work experience are required.
All applicants must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

A master's degree and one year of relevant work experience are preferred.
Additional education or experience will be considered in lieu of one another.

Responsibilities

Serve as a first line support resource for students using the OALA Testing Center. Respond to routine student questions about testing procedures, scheduling, testing requests, rescheduling, exam logistics, and established processes.
Provide clear, timely, and student centered guidance so students understand how to navigate the testing process and access the appropriate support.
Remain available to support students and student workers during regular and peak testing periods, including midterms and finals, while routing issues outside this role’s scope to the appropriate staff member.
Monitor and manage the Testing Center email inbox as the central intake point, responding to routine inquiries using established guidelines, templates, and procedures.
Sort, prioritize, and triage other messages to the appropriate staff member, including technology issues to the Testing & Technology Coordinator, complex accommodation or testing decision matters to the Testing Services & Accommodation Specialist, accommodation case questions to the appropriate Accommodation Specialist, and escalated concerns to the Assistant Director of Testing.
Ensure timely responses, confirmed handoffs, and track follow up so questions and concerns do not fall through the cracks.
Coordinate routine accommodated exam logistics, including scheduling testing rooms based on approved accommodations, communication and support of students in scheduling and rescheduling exams, managing testing exam bookings on OALA’s accommodate system, coordinating exam receipt and return with faculty, and preparing, distributing, and printing testing materials.
Keep the daily testing schedule accurate and current, identify and resolve routine scheduling conflicts, and ensure exams, rooms, and materials are prepared for scheduled appointments.
Identify gaps and share non-routine issues to the appropriate team member in a timely manner to resolve or adjust.
Provide day to day guidance to student workers who support testing operations, including routine questions, student communication, check in and check out processes, exam handling, and appropriate handoffs.
Help student workers understand when to resolve routine matters and when to route questions to professional staff.
Maintain accurate records and documentation related to exam scheduling, exam tracking, student communication, and routine testing center activity.
Support consistency, confidentiality, and accuracy in daily testing processes.
Maintain regular communication with the Assistant Director of Testing regarding day to day operations, recurring student questions, scheduling patterns, student worker questions, and process concerns.
Attend OALA staff meetings and participate in professional development related to testing operations, disability services, student support, and applicable ADA compliance best practices as time and budget allow.
Remain flexible to support the Testing Center and OALA office through other communication, triage, or coordination duties as assigned within the scope of this role.
Perform all other duties as assigned to support Baylor’s mission
Ability to comply with university policies
Maintain regular and punctual attendance