EP Administrator CQA - Job Description (November 2024)

Version 1 04 April 2022
Job Description
Role title Exam Processing Administrator
Role reports to Exam Processing Team Leader
Direct reports None
Indirect reports None
Level 2
Job family Cambridge Assessment International Operations
Sub family Operations
Department Exam Processing
Location Manila, Hybrid
Effective date November 2024
Purpose of the role

The Exam Processing Administrator will ensure the timely and accurate processing of several coursework & awarding support tasks including processing of
moderator adjustment forms, moderation reports, examiner scaling adjustments, quality assurance that required forms are received on time and correctly &
continuous communication with our customers and internal stakeholders that all material has been received correctly.
Key accountabilities
Daily processing, collaboration, and documentation
Accountabilities
• Be responsible for the timely and accurate delivery of an agreed set of operational processes
such as processing moderation adjustment forms, moderation reports, chasing missing forms,
monitoring receipt of all relevant forms and quality assurance of all forms received.
• Performing quality checks on data.
• Identifying and escalating issues in a timely manner and supporting your team and line manager in
its resolution.
• Providing excellent customer service to internal and external stakeholders as required via
telephone, email and face-to-face (ensuring that all communications with customers are clear,
informative, timely, and relevant to the recipients).
• Working collaboratively with colleagues across the organisation and key external stakeholders to
ensure the successful delivery our exams.
• Supervising and training temporary colleagues.
• Maintaining logs up to date.
• Revising and updating procedure documents
• Performing other duties as defined by their line manager.
Challenges
The jobholder will need to consistently work to strict deadlines and complete assigned tasks to schedule.
With the support of their line manager, they need to prioritise their workload and be able to adapt to
changing situations. This requires the jobholder to be able to multitask and show positivity and resilience in
the face of change.
The jobholder will be expected to develop the knowledge of Cambridge International Qualifications so that
customer queries can be accurately responded.
Percentage of time
85%
Proactive process improvements

Accountabilities
• Identifying ways of developing the processes the jobholder is responsible for completing, by taking
into consideration how to:
o simplify the existing process
o reduce the amount of time spent processing
o improve the level of customer service provided
o increase the accuracy of the output produced
Supporting the jobholder’s line manager in the implementation of process improvements
Challenges
The jobholder will be expected to maintain a curious approach when completing processes in order to
identify potential areas of improvement. A keen eye for detail and being able to think things through
logically is essential.
Percentage of time
15%
Author: AGR
Key relationships (internal and external)
Internal relationships
The jobholder will need to establish and maintain relationships within the following Cambridge University Press & Assessment teams:
• The Exam Processing Team, the wider Operations Team, and colleagues in other departments in direct relation to upstream and downstream processes.
• Technology services, Customer Services and Centre Support.
External relationships
The jobholder will need to establish and maintain relationships within the following external stakeholders:
• Centres via email and bespoke system (Zendesk)
• Moderators via email and use of bespoke system (Submit for Assessment)
Role impact (people, policy, financial)

Budgets Income
N/A
Direct costs
N/A
Indirect costs
N/A
People N/A
Other numbers N/A
What is the major impact of this role on the business?
The job holder plays a key part in the delivery of results on time and accurately to our Customers. Without this position, the likelihood of releasing delayed or incorrect
results would increase.
Decisions and Recommendations
The job holder is responsible for managing their workload on a daily, weekly, and monthly, basis in accordance and agreement with their line manager. The job holder
should be able to work autonomously by the procedure to be followed; however, they should also use their judgement as to when to escalate to the Line Manager.
The job holder will make recommendations to their line manager regarding potential improvements to existing processes, customer communications and also
documentation.
Essential knowledge
Essential
• Proficient use of Microsoft Office products (Outlook, Excel, Word)
Desirable
• Knowledge of Cambridge International Qualifications product range
• Experience of our in-house exam systems would be an advantage, though full training will be given.
Essential skill(s) & experience

Essential
• A high standard of spoken and written English, paired with good communication skills
• Ability to use your own initiative as well as working collaboratively with colleagues
• Ability to work effectively under pressure, to work flexibly and adapt quickly to change
• Ability to prioritise workload effectively and meet challenging deadlines
• Ability to take responsibility for assigned tasks and work independently when required
• Ability to learn new skills and processing quickly
• A high level of accuracy and attention to detail
• Experience of working in a busy office environment and tight deadlines
Desirable:
• Experience of providing a high level of customer service
2
Key competencies (values or organisational values)
Collaboration
Ensure effective communication across our teams and with our customers
• Listen to understand, and then act on feedback
• Share knowledge openly and clearly for the audience
• Clarify the expectations of others and strive to manage and meet these
Empowerment
Enable ourselves and others to succeed and thrive
• Prioritise the wellbeing of self and others so that everyone can be successful
• Celebrate the success, experience and perspectives of others
Innovation
Put the customer’s needs at the heart of what we do
• Ensure people always have a positive experience with us
• Resolve customer issues quickly and effectively
Embrace change
• Work with agility and consideration of the changing needs of myself, others, customers and the planet
• Encourage flexibility in self and others
Foster an environment of learning and growth
• Use feedback from others to develop
• Learn quickly from difficult experiences and try again
• Work with others to develop new idea
Responsibility
Act with integrity
• Role model honesty and compassion
• Take pride in our work
• Ensure we do what we say we will

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Version 1 04 April 2022

Purpose of the role

Proactive process improvements

Role impact (people, policy, financial)

Other numbers N/A

What is the major impact of this role on the business?

Decisions and Recommendations

Essential skill(s) & experience

• Experience of providing a high level of customer service

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