Program Quality Assurance Specialist
Who We Are: The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all. At the AAMC, we are committed to supporting our employees with a comprehensive benefits package designed to promote well-being, professional growth, and work-life balance. Highlights include: • Remote Work – Fully remote work available for most positions • Retirement Savings – Generous 403(b) employer contributions and financial wellness resources, including professional financial advising. • Health & Wellness Perks – Fitness and bicycle subsidies, on-site and virtual wellness programs (live yoga, meditation, mental health webinars, flu shot clinics, and more) • Support & Family Care – Employer paid Employee Assistance Program (EAP) and back-up care options for children, adults, elders, and even pets Additional information can be found on our website. Why us, why now? The Program Quality Specialist is responsible for improving the quality of AAMC's services to MCAT and PREview examinees, collaborating with security, accommodations, the AAMC call center and others. They will review and respond to examinees' concerns about their test day experiences, AAMC records, and administrators' reports about problems on test day to resolve test center/test session concerns. They will analyze data associated with this work to identify patterns and propose changes that improve MCAT and PREview policies and procedures. They will take action to address issues that routinely arise in areas of assigned responsibility, but may receive guidance or expertise from higher-level staff on more complex problems. How will you make an impact? Testing Concerns: Investigate and resolve testing concerns reported by examinees: • Review and synthesize information from multiple sources – including, case problem reports generated from vendors, site performance data, session recordings, chat logs, and follow-up reports from vendors – to determine disposition of testing concerns • Request and analyze reports, videos, and other relevant information as needed from vendors to conduct testing concern research • Uphold the established Test Center/Session Concern policies when issuing post-void offers or denying post-void requests, and partnering with Manager, Testing Experience & Communications on novel cases to ensure consistency; document decisions and rationales • Assess and disseminate performance from post-exam survey data, and evaluate available logs to properly address examinee concerns • Monitor outstanding investigation items to ensure testing concerns are resolved, or scores are placed on hold prior to score release. Vendor Performance: Evaluate and report on vendor performance related to test delivery: • Review Case Problem Reports after every test administration event to identify potential technical, test center administrator/proctor, or environmental issues affecting exam delivery • Track issues to identify recurrent program wide or site-specific disruptions to expected test administration • Share findings and implement plans/fixes with vendors to improve the exam day experience through appropriate corrective action and ensure compliance with AAMC testing policies and expectations • Audit time-add cases to ensure accuracy and consistency with the time-add procedure to minimize the risk of score cancellations; Recommend actions to be taken based on policy for score cancellations Customer Satisfaction: Review post-exam surveys and other reports for testing experience issues: • Analyze narrative data about test administration from examinees' end-of-day surveys, test center concerns and other data to assess channel-wide and test center performance. • Complete follow-up with vendor from center/session complaints and end of day survey feedback to identify reported technical and experiential issues with exam delivery that can be corrected at the site or corporate level. • Recommend survey content to assist with monitoring testing experience and vendor performance What will you bring to the role? Required Qualifications: • Bachelor's Degree • 3-5 years of related work experience Remote Work Eligibility This position is eligible for remote work in the contiguous US Compensation Grade Range $63,920.00-$75,200.00 Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. If a bachelor’s degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience. The Association of American Medical Colleges (AAMC) is an Equal Opportunity/Affirmative Action Employer. The AAMC is committed to the policy of an equal employment opportunity in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name. BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, or Microsoft Edge. Apply tot his job