IELTS OPS & PSN Support Executive

POSITION PURPOSE
* The China PSN Administrator supports the delivery of the IELTS Video Call Speaking (VCS) test across China by coordinating pre‑test, live test, and post‑test administrative and operational activities. This role acts as the primary bridge between China venues and invigilators, VCS examiners and the global PSN team.
* The role manages the pre-test and post-test activities for the IELTS Speaking test, ensuring file management and communication is accurate, timely, and compliant with IDP’s quality and integrity frameworks.
DELIVERABLES
1. Ensure reliable end-to-end coordination of all China VCS testing operations across pre-test, live testing, and post-test phases.
2. Maintain high operational accuracy and compliance, supporting the integrity of test delivery and candidate results.
3. Provide consistent, responsive support to venues, examiners, and PSN teams to enable smooth daily test execution.
4. Oversee secure handling and management of test materials and recordings, aligning with global PSN standards.
5. Support clear, timely stakeholder communication to uphold service quality and operational readiness.
6. Contribute to continuous improvement by identifying opportunities to streamline processes and enhance testing efficiency.
7. Provide Live 1 support to China test locations on operational readiness.
Key Responsibility
【Pre‑Test Preparation】
1. Obtain confirmed test taker lists from China venues prior to each speaking test day.
2. Prepare sequential test schedules and determine room/examiner numbers.
3. Create examiner Daily Schedules using excel templates.
4. Send Daily Schedules to examiners on test day
5. Provide venues with room allocations, Meeting IDs, and passcodes the day before testing.
【Live Test Support】
1. Provide real‑time operational support via TEAMs and relevant channels.
2. Monitor and manage incidents including connectivity failures and retake Secure emergency replacement examiners as needed.
3. Communicate candidate absences, break times, and schedule changes.
4. Keeping Regional & IA teams informed on test day incidents & malpractices
【Post‑Test Processing】
1. Obtain absentee/retake lists and maintain tracking.
2. Download and reconcile all Zoom audio/video recordings.
3. Check recordings for completeness and label correctly.
4. Bulk‑upload audio files to SES and verify upload statuses.
5. Handle incomplete or anomalous files according to procedure.
6. Update Zoom Meeting passcodes daily.
【Test Day Support】
1. Provide L1 support to issues faced during LRW test across locations in China.
2. Ensure issues are escalated to the relevant team to enable fast closure.
3. Act has a bridge between IOC Support & Test Center.
【Candidate experience】
1. Ensure all test candidates receive exemplary customer experience.
2. Provide clear, comprehensive advice to test center general enquirers & ensure that more complex enquiries are forwarded to the correct person for a response.
RELATIONSHIPS
【Internal】
1. PSN Manager
2. PSN Head Office Team
3. Regional Leadership Team
4. China PSN Administrator colleagues
5. Examiner Standards Managers
6. Global Hub Examiners
7. India Post‑Test Team
【External】
1. China ZDIT venue staff
2. Invigilators
3. IELTS VCS Examiners (Global)
TO BE SUCCESSFUL
【Desirable requirements】
1. Experience in IELTS or VCS operations.
2. Experience in distributed or hybrid operational support roles.
WHAT’S IN IT FOR YOU
1. Benefit from rewarding experiences.
2. Become part of our connected global community, feel included and celebrate our diversity every day.
3. Work alongside enthusiastic and passionate colleagues who are working towards the same goal of changing the world for the better, through global education.
4. Thrive in an innovative agile digital culture.
5. Be inspired and mentored by our courageous leaders who are authentic and approachable.
About IDP:
* As the global leader in international education, we have focused on building trusted human relationships for more than 50 years.
* In recent years, our investment in digital technology and customer research has enhanced these personal connections, enabling us to deliver global success to more students, test-takers and our partners.
* Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.
* And best yet, at 50, we are just getting started.
Find more about our career opportunities at https://www.careers.idp.com
At IDP, we are passionate about providing meaningful experiences and working with purpose, to help change the world for the better. Apply today and be part of our purpose driven journey.