Specialist, Compliance and Operations

Job Title: Specialist, Compliance and Operations

Position Summary

The Specialist, Compliance and Operations is an entry-level role responsible for monitoring, reporting and actioning social media concerns identified in relation to Pearson’s GQ and VTQ qualifications during the summer series of examinations.

Each summer series a large volume of social media concerns arise. Such incidents typically relate to the sale of ‘fake question papers’ and past papers, however, have the potential to include the sharing of genuine confidential material from the current series. The UK Investigations team needs to move quickly to ensure that all social media concerns are promptly addressed so that any valid concerns can be escalated and invalid concerns are recorded appropriately. This will involve proactive discovery and monitoring of social media channels and groups, outside of core UK working hours, and communication with internal and external stakeholders.

As the series progresses, the role has the potential to evolve to include support for the team’s core function of investigating centre and candidate malpractice.

Key Role-Specific Deliverables

• Proactively identify social media channels, groups and posts of concern, in both English and Mandarin.

• Action social media concerns in a timely manner, ensuring required actions are taken and are appropriately recorded

• Communicating with internal and external stakeholders in relation to social media concerns

• Support with case logging and administrative functions linked to investigations

• Support the Investigations Manager (Breaches of Security) and Head of Investigations with a range of tasks and objectives as required to uphold question paper security

• Assist the Senior Investigators and Head of Investigations in the resolution of social media concerns and reporting of data.

• Assist other teams in the Business Improvement and Regulation (BIR) division as and when necessary.

Requirements

• Willing to work for the APAC or UK time-zone

• Fresh Graduates or with at least 1-year of work experience in Customer Service, Administrative and/or Quality Assurance roles.

• Open to work for a 3-month fixed-term contract.

• During peak times of activity there are restrictions on leave, especially May to August each year

• Some weekend work may be required

Key People Services Deliverables

• Keep the customer at the heart of all we do

• Improve process and service efficiency and effectiveness

• Maintain highest level of quality and standards

• Proactively contribute to a high performing services team

• Drive and improve personal performance

Key Customers & Stakeholders

• Senior Investigators and other Investigators in the Investigations Team

• Investigations Manager (Breaches of Security) (line manager)

• Head of Investigations

• Director of BIR

• Other teams and staff within BIR, Vocational Quality Assurance (VQA), Assessment and Centre Management teams

• Heads of Centre and centre staff

• Regulators (Ofqual, SQA and Qualifications Wales) and other external stakeholders

Key challenges

• Working to tight, and immoveable, deadlines

• Working within a regulated framework

• Attention to detail and careful analysis despite busy work load

• Attention to detail even with repetitive tasks

• Flexibility of working patterns during peak periods

• Reacting positively to change

• Adapting to the challenges created by the introduction of new qualifications or working methods

• Adapting to different IT systems

• Supporting various stakeholders from different teams

• Influencing and working closely with the Investigations Team and internal stakeholders.

• Simultaneously managing multiple high priority tasks