Documentation Specialist

2 weeks ago

Kuala Lumpur, Malaysia Prometric Full time

**JOB TITLE**: Documentation Specialist

**REPORTS TO**: Director, Remote Assessment

**DEPARTMENT**: Technology & Product

**LOCATION**: KL, Malaysia

JOB OVERVIEW

COMPANY BACKGROUND

Prometric enables test sponsors worldwide to advance their credentialing programs through test development and delivery solutions that set the standard in quality and service excellence. Prometric offers a comprehensive and reliable approach to advising, developing, managing and delivering programs in an integrated, technology‐enabled environment across the world’s most secure testing network in more than 180 countries.

JOB RESPONSIBILITIES

**Client Practices Essential Functions**:

- Receive new or update existing CPs
- Maintain a record of all changes made to the CPs
- Review CPs to ensure all criteria is:

- Easy to read for Proctors
- Maintains consistency with existing CPs
- In-line with ProProctor/Prometric SOPs
- Collaborate with CSS Team
- Implement updates and any unique Client requests
- Speak on Client expectations for Proctors
- Update CP with Go Live dates and/or testing windows/admins
- Provide reviewed CPs to confirm final revisions
- Upload final CP PDF to Global ProProctor SharePoint
- Post on Teams for all Prometric and Partner Proctors
- Updates to existing CPs
- New Clients Go Live dates with information on important CP elements

**ProProctor Operational Documents Essential Functions**:

- Maintain and update ProProctor Playbook, and Scripts
- Ensure all documents referenced in the Playbook are up to date, matching current SOPs
- Create and adjust documents for other departments (ex.: TA ProProctor Playbook)
- Attendance Tracker and Leave Calendar for the USA Teams
- Easy Serve Daily Rosters

Access Requests
- Approve/Deny Proctor access
- Global ProProctor SharePoint and Teams’ Channels
- Interim - IDM/Hitachi 30-day Recertification for Partner Proctors
- Unlocking and assisting with password resets for Prometric/Partner Proctors
- Interim - Easy Serve for ProProctor Sites

QUALIFICATION REQUIREMENTS

EDUCATION
- Minimum Diploma required; college experience preferred

EXPERIENCE
- One to two years customer service-related experience required

SKILLS
- Excellent attention to detail and organizational skills
- Good judgment and strong decision-making abilities
- Exceptional communication skills, both verbal and written
- Focus on a single task for extended periods of time
- Make decisions and escalate issues as needed
- Flexible working schedule: must be able to work weekends or late shift when required

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