Care Specialist

Posted Thursday, January 22, 2026 at 5:00 AM

About Us:

Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

JOB TITLE:
Candidate Care Specialist

REPORTS TO:
Global Manager Candidate Care & Testing Accommodations

DEPARTMENT:
Candidate Care

LOCATION: 6211 Greenleigh Ave #400 Middle River, MD 21220

We have an exciting opportunity for a Global Candidate Care Specialist. The Global Candidate Care Specialist provides timely, accurate, and compassionate responses and resolutions to test taker inquiries and escalations in order to achieve customer satisfaction. As the candidate facing entry point for critical defects and escalations, Candidate Care Specialists are the key to service excellence – utilizing on the spot problem solving, lateral thinking, and process application and cross functional communications to strengthen the value of the Prometric’s brand.

Prometric (  ) is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

• Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by Prometric’s terms and policies.
• Demonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric groups to resolve issues within the agreed SLAs/SLOs.
• Identify and report issues causing complaints to improve processes and procedures.
• Understand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects.
• Share information and knowledge with other teams and team members to reduce the number of repeated issues.

• Capture all candidate contact/pertinent information (as dictated in PII policy) accurately and concisely within the data capture systems, while ensuring data is maintained.
• Follow escalation and complaint procedures in order to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.
• Utilize appropriate tools to ensure the candidate always receives relevant and accurate information.
• Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers.

• Achieve and maintain all key quality and productivity metrics in the performance scorecard.
• To respond to incoming calls, emails, displacements, refunds & reimbursement and outbound tasks within a specified SLA/SLO, according to company guidelines and quality assurance standards.
• To ensure excellent reliability with minimal unplanned absences as per company guidelines.
• To attend required training to continually learn knowledge of practices, procedures, policies and clients.
• To communicate and participate in team meetings, in order to share best practice and flag issue to the Team Leader.
• Based upon volumetric demands there will be a requirement to support transactions during weekends.

• High school diploma or equivalent

• A minimum of 2 years’ experience in handling Customer Supportor Contact Center, customer complaints and escalations.

• Inquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills
• An empathetic powerhouse: you feel for your fellow customers and want to solve their issue
• A natural leader: you have…