About ETS:For more than 75 years, we have amplified products and services based rigorous research and our belief in the power of learning. Driven by our mission to advance quality and equity in education, ETS provides learning solutions, pioneering research and trusted assessments that help guide learners around the world on their path to new possibilities.Our portfolio of trusted measures includeTOEFL®, TOEIC®, GRE® and Praxis® . Along with research, development and innovation that explores new frontiers in learning and measurement our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners can improve their lives through education.With new senior leadership at the helm, ETS aims to continue changing the lives of all learners as we expand our organization's global footprint. Our goal is to remain at the forefront of assessment and measurement efficacy within the education and ed tech space as it continues to grow and evolve.Position Summary:The primary responsibility of the Test Security Specialist is to ensure the fairness and integrity of the testing process by conducting investigations into test day irregularities and resolving cases according to the policies and procedures set forth by each testing program. The Test Security Specialist will serve as liaison to internal/external clients, test takers, General Counsel and take action to release, question or cancel scores according to established guidelines.Responsibilities:
Investigate test irregularities and identify evidence of test security infractions by means of document examination, review of test day irregularity reports and test day videos interviews with test center supervisors or proctors and information gathering from other relevant sources.
Perform photo, voice and/or handwriting analysis to identify individual or groups of questionable scores.
Gather and analyze all pertinent information relevant to each case before determining final course of action.Utilize business intelligence tools, such as PowerBi and Tableau, to further analyze cases, track trends, and individual performance.
Collaborate with Technology by participating in UAT testing, regression testing, and documentation of JIRA/Confluence, as needed.
Communicate daily (via phone and email) with test takers, parents, attorneys, institution officials, testing staff, and proctors, adhering to ETS policies and principles governing confidentiality of information and exercising judgment in communicating information which carries legal implications, and which is sensitive in nature.
Act as liaison between ETS and test takers and/or their representatives on matters related to irregularities, providing advice on how to resolve the matter, communicating relevant information concerning corporate policy and procedures.
Collaborate with remote proctoring vendor(s) on case resolution and opportunities for improvement.
Document all investigative actions within internal case management system.Gather and review all pertinent information relevant to each case before determining final course of action.
Confer with ETS General Counsel, OTI Appeal Lead, Program Directors, Customer Care, and Assessment Development to interpret additional information as it develops and provide advice and opinion on how to proceed.
On occasion, conduct test center audits or administer retests to ensure compliance with test administration policies and procedures.
Abide by all established policies and procedures set forth by Programs, GCO, and OTI leadership.
Perform special projects/new work and prepare reports or job aids as requested by management.
Adhere to ethical standards and comply with the laws and regulations applicable to your job function
Education/Experience:
Bachelor’s degree or an equivalent combination of education and experience is required.
2+ years of relevant work experience
Extensive customer service experience needed.
Develop a working knowledge of the roles and responsibilities of internal business partners.
Investigative mindset to look beyond the easy answer and gather data through research or interviews to support the work process.
#LI-MM1#LI-HYBRIDETS believes in a Total Rewards philosophy for our employees, and they include:
Health, Vision, Dental insurance plans to choose from
Generous continuous learning support, from individual learning grants to up to 6 classes a year for tuition reimbursement as well as on-line learning access!
Generous PTO and vacation time to balance your work and life
Additional 8 hours of PTO for volunteer work
Retirement plan (401(a)) and traditional Roth (403b) with company contribution
Commuter Benefits, Pet Insurance, 1 year subscription to Calm App
ETS is mission driven and action oriented
Diversity, equity, inclusion, and belonging is at the forefront of the ETS employee's daily work. To further foster an inclusive environment ETS is home to a wide variety of Affinity groups that celebrate the diversity of our talented employees.
How about cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders? ETS offers multiple Business Resource Groups (BRG) for you!
Are you passionate about volunteering and being active in your career and community? ETS offers our Center for Advocacy & Philanthropy (CAAP) where we encourage ETS employees to become active volunteers in their communities and schools through the ETS Cares Giving Campaign. Our employees can support any 501c3 or eligible charity of their choice.
ETS is an Equal Opportunity Employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and equity in education. We are dedicated to building teams that reflect the various backgrounds, experiences, and identities of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair and equitable hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.
