Manager, Shared Services in at ProctorU Inc.

At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision:

“To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.”

Meazure Learning was established when testing industry giants ProctorU and Yardstick joined forces in 2020. Our goal is to better serve both our higher-ed and professional testing clients by creating the most comprehensive and transformative full-service online test development and delivery solution on the market. As the demand for remote proctoring has grown, we’ve expanded our footprint to 16 offices in 8 countries, staffed by the largest certified proctor and support workforce in the world.

Meazure Learning uses technology to make education accessible to all regardless of ability or location while building trust in the expansion of access to education. Our team is responsible for building and supporting digital solutions trusted by over 1,000 institutions in 129 countries who administer over 2,000,000 exams per year, and we are continuing to grow!

The Role:

The Shared Services, Manager (TQA) is responsible for leading and overseeing a team of Training & Quality associates to design, deliver, and continuously improve training programs and quality assurance frameworks. This role ensures consistent service excellence, drives quality metrics, and champions a culture of learning and accountability. The incumbent will spearhead QA audits, agent coaching, calibration sessions, and knowledge management initiatives to support both operational performance and client satisfaction.

The Responsibilities:

• Lead, mentor, and manage a team of Training & Quality associates to plan and execute training calendars, QA audits, and quality improvement projects with accuracy and timeliness.
• Monitor team performance against quality scorecards, audit pass rates, training completion rates, and other TQA KPIs to ensure departmental targets are consistently met or exceeded.
• Conduct regular 1:1 meetings, performance reviews, and targeted coaching sessions to strengthen associate skills in training facilitation, QA evaluation, and feedback delivery.
• Analyze QA audit results, error trends, and training effectiveness data to identify skill gaps, recommend targeted interventions, and implement continuous improvement initiatives.
• Collaborate with Operations, Client Services, HR, and Product teams to align training content and quality standards with evolving business requirements and organizational goals.
• Oversee calibration sessions, quality audits, and training evaluations; ensure all findings, corrective actions, and training records are tracked and reported accurately using LMS, QA tools, or similar platforms.
• Lead the development, documentation, and periodic review of training content, SOPs, quality rubrics, and knowledge base articles to support scalability and standardization.
• Manage quality-related escalations and serve as the primary point of contact for complex performance, compliance, or training delivery issues.
• Participate in strategic planning, departmental reviews, and leadership meetings to contribute to the direction of Training & Quality initiatives.
• Lead or support cross-functional projects aimed at improving training effectiveness, quality scores, onboarding speed, or agent performance.
• Perform other duties as assigned by leadership.

Additional Position Information:

• Remote India Opportunity
• Core Hours: 5 pm – 11 am (Rotational Shift) (IST) (Rotational Week offs) (Flexible)
• Core Days Worked: TBD, Rotational Week Offs

Desired Attributes:

• High school diploma or equivalent required; bachelor’s degree in Education, Human Resources, Communications, or a related field strongly preferred
• Minimum 3 years of experience in Training, Quality Assurance, or a closely related field, with demonstrated expertise in instructional design, QA frameworks, or performance coaching
• 3+ years of team leading or people management experience in a Training, Quality, or operations-focused environment, with a proven ability to guide, develop, and hold a team accountable
• Strong leadership and team management skills, with a proven track record of improving training outcomes, quality scores, and team accountability
• Solid understanding of QA methodologies, audit frameworks, quality scorecards, training effectiveness metrics (e.g., Kirkpatrick Model), and operational KPI reporting
• Excellent problem-solving, organizational, and decision-making skills
• Excellent communication, facilitation, and interpersonal skills, with the ability to deliver impactful training and provide constructive quality feedback across all levels
• Proficiency with Microsoft Office (especially Excel and PowerPoint), LMS platforms, QA tools, and e-learning or training authoring software (e.g., Articulate, Adobe Captivate, or similar)
• Adaptability in a fast-paced, deadline-driven environment.

Our Company Values:

• Integrity. Honest, open and ethical practices
• Service. Remarkable service and personal leadership
• Innovation. Anticipate, challenge, and create
• Excellence. Quality through relentless improvement

The Benefits:

• Competitive salary
• 100% company-funded medical (for you AND your family!)
• Professional working environment
• Unlimited growth potential
• Great working environment with a team of exceptional people

Learn more at www.meazurelearning.com

Meazure Learning is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Meazure Learning is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Meazure Learning are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Meazure Learning will not tolerate discrimination or harassment based on any of these characteristics.