Pearson Exam Processing/Help Desk Supervisor- Nurse Aides in Bala Cynwyd, Pennsylvania

Exam Processing/Help Desk Supervisor- Nurse Aides


Pearson VUE ( is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

The Supervisor is responsible for the day-to-day operations of the Exam Processing team, ensuring production deadlines and quality standards are met. The Supervisor is also responsible for helping to support reporting functions for all Clients. This includes providing weekly, monthly and/or quarterly reports to each assigned client, within the required service level standards. The Supervisor is responsible for process procedure documentation, cross-training of staff, staff scheduling and coverage.

Coordinating with the Exam Processing staff, Reports Team and Operations Manager to ensure timely and accurate reporting service is provided to each client. This includes daily processing of exam results by the staff, reconciliation of materials received and contractual reporting to the client by the Supervisor.

Operational Management


Maintain effective communication with reporting/processing associates, other internal staff, management

and other departments


Ensure staff is cross-train to ensure coverage and efficient use of the staff


Procedure Documentation and maintenance


Work with Customer Service supervisory personnel to resolve candidate issues


Process improvement recommendations


Scheduled Team meetings

Quality Control


Perform quality review of processing work


Adherence to processing/reporting procedures


Provide On-time Client Deliverable statistics


Provide Help Desk Call volume reports


Call monitoring of Help Desk Staff



Process weekly, monthly and/or quarterly reports for clients as needed


Provide results of special projects and ad-hoc reports within required timeframes


Complete monthly Billing Reports for 14 states

Administrative Management


Ensure staff is in compliance with established operating procedures, HR and corporate policies


Administer disciplinary measures, as required


Work with staff on self-assessments, annual goals and reviews


Education and Experience:

  • Bachelor Degree or equivalent preferred

  • 3 years of proven supervisory experience

  • Proficiency in MS Office Suite (Word, Excel, PowerPoint)

  • Experience working with detailed, time sensitive assignments

    Skills, Knowledge and Abilities:

  • Excellent written and verbal communication skills

  • Effective organizational skills

  • Good analytical and follow-through skills

  • Excellent multi-tasking skills

  • Strong commitment to work

  • Attention to detail

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-PA-Bala Cynwyd

Work Locations: US-PA-Bala Cynwyd-3 Bala Plaza 3 Bala Plaza West Suite 300 Bala Cynwyd 19004

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Apr 12, 2017