Resolutions Specialist
Modis

Job Info

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Description:

Resolutions Specialist: IR CHECK IN - Austin, TX - Report to Roy Cantu

Shift 8-4:30pm

Pay rate $16.50 - 100% on site work

Agency staff must participate in a One-day training class. The class for the May Admin will be held on 5/10. Agency staff required to work 5/10/2020 through 6/30/2020. Agency staff will be scheduled for 8-hour days M-F subject to workload demand. Participants may work some weekends i.e., Saturday and Sunday to meet program objectives if needed. In addition, extended hours and overtime may be available based on program needs. Length of assignment can change based on program and workload needs.

Sorting and separation of document and test material, Data Entry includes performing resolution edits in IMS, and cross referencing/verifying existing database information against new information. Clerical duties include document/file maintenance, and research of documents/files.

Test Taker Resolution Services (Resolutions) is a dynamic department that utilizes critical thinking, subject matter expertise and problem solving skills to ensure scores that are produced by ETS are complete, timely and accurate. Resolutions reviews and resolves student records, initiates investigations for missing material, reviews test day incidents and other Program required functions. Resolutions staff have a critical role in ETS's quality goals and prides itself on continually driving innovation and improvement.

JOB DESCRIPTION:

Entry level position within Test Taker Resolution Services (Resolutions) whose skills are utilized to perform score affecting activities such as performing manual score calculations, interpreting irregularity reports, applying/removing score holds, resolving edit errors and hand scoring. In addition, the Resolutions Specialist position performs other tasks critical to production workflow such as test material reconciliation, test taker record maintenance, billing account updates, and responding to cases from customer inquiries.

RESPONSIBILTIES:
1. Understand and display competency/knowledge of assigned processes. Learn specific program subject matter knowledge.
2. Follow established processes and assure initial processing of work units is performed to Service Level Agreement/Quality initiative standards.
3. Report process issues or production errors to internal Reso management.
4. Identify deviations to established processes and process errors.
5. Maintain/Update process documentation.
6. Conduct knowledge transfers/trainings one on one or in a small group setting.
7. Accountable for metrics, deadlines, resource management and products of personal outputs or of small teams.
8. Identify/Recommend process changes and improvements
9. Conduct themselves in a professional manner according to ETS's policies and procedures.
10. Become familiar with documentation and reporting missing or additional documents to supervising manager.

PROCESS OUTPUTS:

1. Complete, accurate and timely scores
2. Process documentation (SOPs, Job Aides, Training Manuals, etc.)
3. Process metrics
4. Accurate case/issue resolution

PEOPLE MANAGEMENT:

• Non-Exempt
• Supervision: Resolutions Specialist follows established policies and procedures. Supervision and guidance is provided by senior staff and Resolutions management.

CRITICALITY:

• Resolutions Specialist performs functions that directly affect students' scores. Their role is essential to the accomplishment of ETS's Scoring Quality Initiative.
• The Resolutions Specialist works with moderate levels of risk, accountability and responsibility.

COMPLEXITY:

• The Resolutions Specialist operates at a moderate level of difficulty and complexity.
• Many processes and tasks associated with this role are based in knowledge and application of subject matter or are investigative in nature.

REQUIRED SKILLS:

• Investigations
• Data Analysis
• Communication
• Quality Control
• Documentation

POSITION SPECIFICATIONS:

Applicants should have an Associate's degree or an equivalent combination of work and school experience.

RELEVANT YEARS OF EXPERIENCE:

Entry Level Position, 1-3 years work experience - or college experience

OTHER REQUIREMENTS:

• Computer literacy skills
• Problem solving and analytical skills
• Effective communication skills (both oral and written)
• Applicants must be detail-oriented, able to multi-task, and exhibit a high degree of flexibility

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records

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