About ETS
ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.
Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.
The Quality Assurance Manager is responsible for leading and governing quality and compliance processes for remote proctoring and supporting operations. This role ensures secure, fair, and policy-compliant test delivery by overseeing audit frameworks, managing QA teams, maintaining scoring integrity, and driving continuous improvement across live and recorded proctoring environments. The role partners closely with Product Operations, Security, Training, Customer Support, and Technical Support teams to ensure adherence to client needs and requirements, regulatory expectations, and internal standards.
Responsibilities
Audit & Compliance Governance
- Own and continuously refine the remote proctoring audit framework, including standardized rubrics and scoring benchmarks to ensure consistent and objective evaluations.
- Monitor compliance with client-specific rules, security policies, and regulatory requirements.
- Ensure the appropriate audit sample size is defined, executed, and maintained.
- Oversee QA escalations to ensure accurate root-cause analysis and evidence-based findings.
- Ensure proper documentation and evidence retention.
- Provide clear, defensible QA recommendations aligned with policy and client expectations.
Calibration, Training & Continuous Improvement
- Facilitate ongoing calibration sessions to ensure scoring consistency and shared interpretation of rubrics.
- Identify emerging risk patterns and repeat defects to drive preventive and corrective actions.
- Partner with cross-functional teams to translate audit findings into targeted coaching and process updates.
- Serve as a key quality partner for Product, Security, Client Success, and Leadership teams by providing data-driven input for strategic decision-making.
- Deliver clear and actionable quality insights through daily, weekly, and monthly reporting.
Process Outputs
- Standardized audit frameworks and rubrics applied consistently
- Completed audit scorecards with defensible scoring and evidence references
- Executive insights linking quality outcomes to risk, compliance, and operations
- Documentation for all quality processes
- Adherence to security and privacy compliance regulations
- Support a healthy work culture and environment for direct reports
People Management
- The incumbent will provide leadership and coaching to assigned personnel
- Will provide assignments and directions to qualified personnel
- Is responsible for personnel performance evaluation, reviews and developmental activities to ensure available personnel are qualified and capable of performing assignments
Required Skills
- Demonstrated experience managing QA, audit, or compliance functions in remote proctoring, online assessments, regulated services, or highrisk operational environments.
- Strong working knowledge of audit rubrics, performance scoring, escalation handling, and compliance controls.
- Proven ability to analyze quality data, identify trends, and translate findings into operational improvements.
- Knowledgeable on statistical techniques for data analysis using tools such as Power BI .
- Excellent written and verbal communication skills, with the ability to present quality findings to senior stakeholders.
- Good system integration and project management skills.
- Proficiency with Microsoft Excel and quality reporting tools.
- Strong organizational skills and ability to review/update processes/procedures.
EDUCATION, CERTIFICATIONS, OR SPECIAL LICENSES
- Bachelor's degree or equivalent experience in Quality, Operations, Compliance, or a related field.
- Six Sigma Green Belt (preferred)
Relevant Years Of Experience Required
- 3+ years of quality assurance or audit experience.
- 3+ years of prior supervisory or management experience.
ETS is mission driven and action oriented
- We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
- We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
- As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
- The base salary range advertised represents the low and high end of the anticipated salary range for this position. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. The base pay is only one aspect of the Total Rewards Package that will be offered to the successful candidate.
ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity. 
