Ideal Candidate profile: Seeking a Test Security Specialist who has proven experience in investigations, compliance, test security, fraud prevention, risk management, or casework in a regulated environment. Ideal to have call center exposure and investigations experience. Will manage 1500-2000 cases - initially via phone that translates to email and outbound communications as cases mature.
About the Opportunity
As a Test Security Specialist focused on AP Investigations, you will lead investigations into AP test security incidents and score validity concerns. You will manage cases end to end by reviewing and synthesizing evidence such as statistical indicators, test day reports, plagiarism findings, AI-related reports, and any available supporting documentation or physical evidence. You will apply client policies and legal requirements to reach clear, well-supported determinations, including whether evidence supports score cancellation.
You will also communicate professionally with students, parents, and student representatives, including attorneys, counselors, and educators, to ensure timely case resolution and consistent, accurate policy explanation. This role requires strong judgment, attention to detail, and the ability to manage sensitive situations with fairness and discretion.
Job Duties & Responsibilities
Case Management (65%)
Own AP investigation cases end to end from intake through final determination and closure, ensuring each case is handled thoroughly, consistently, and within required timelines.
Triage and scope cases by identifying allegation type, applicable policy, key evidence needs, and any immediate risks or deadlines.
Collect, review, and synthesize evidence including statistical indicators, test day documentation, proctor and coordinator reports, seating and timing details (when available), plagiarism findings, AI-related reports, and any supporting materials submitted by stakeholders.
Analyze patterns and irregularities using investigative reasoning and data review techniques to determine whether observed signals are consistent with policy-defined misconduct or score validity concerns.
Document investigative work clearly and completely in the case management system, including evidence summaries, rationale, decision points, and recommended outcomes, to ensure audit ready and defensible case files.
Develop case recommendations that align to policy and evidentiary standards, and collaborate with team leads and peers as needed on complex or high-risk determinations.
Coordinate cross-functional work with internal partners and external vendors to obtain evidence, validate reports, and resolve open questions, while protecting confidentiality and sensitive data.
Track and report case metrics such as status, aging, throughput, and outcomes, and surface trends, recurring issues, or process gaps to leadership.
Support continuous improvement by identifying opportunities to refine workflows, templates, documentation standards, and investigation playbooks to improve speed, consistency, and quality.
Customer Service (35%)
Communicate professionally and empathetically with students, parents, educators, and student representatives about cases under review, including what is being reviewed, what evidence is considered, and what steps occur next.
Draft clear written correspondence that accurately reflects policy, process, and case status, using a tone appropriate for sensitive situations and escalated concerns.
Conduct phone calls and written follow-ups to gather additional context, clarify documentation, and resolve stakeholder questions while maintaining confidentiality and neutrality.
Maintain detailed communication records so all stakeholder interactions, requests, and responses are captured consistently and are easy to reference during review or escalation.
De-escalate sensitive situations by explaining policies and outcomes diplomatically, setting expectations, and escalating to leadership or legal partners when needed.
Help ensure timely resolution by meeting response standards, managing follow-ups, and keeping cases moving forward without sacrificing quality or policy alignment.
Required Skills & Experience
Associate degree required; bachelor's degree preferred.
Strong investigative and problem-solving instincts, with analytical skills to support sound decisions and timely action.
Demonstrated success planning, executing, and completing projects within defined scope, timeline, and budget.
Excellent organizational and time-management skills, with the ability to manage multiple
Priorities and deadlines.
Strong interpersonal and communication skills, with a professional and diplomatic approach in both domestic and international settings, including sensitive customer interactions.
Proven ability to work effectively as part of a diverse team and contribute to collaborative,
Solutions-focused outcomes.
Experience managing relationships with internal stakeholders, third-party partners, and vendors.
Proficiency in PowerPoint, Word, Excel, and Salesforce.
Ability to learn new internally developed systems quickly and apply them to streamline and manage daily work.
Experience in investigations, compliance, test security, fraud prevention, risk management, or casework in a regulated environment.
Strong data analysis skills, including comfort interpreting statistical flags and trends in Excel.
Experience interpreting plagiarism findings and/or AI-related authorship indicators and translating technical outputs into clear documentation.
Demonstrated ability to manage escalations and sensitive stakeholder interactions with discretion and sound judgment.
Experience partnering with legal counsel or working in environments requiring strict confidentiality and documentation standards.
Success Measures
Success in this role will be evaluated by:
Case throughput and timeliness: Managing an assigned caseload and moving cases from intake to closure within established timelines, including increased volume during peak periods. Where applicable, meeting productivity expectations aligned to case complexity and seasonality.
Quality and audit readiness: Producing complete, accurate, and well-organized case files with clear evidence summaries and documented rationale that meet audit and documentation standards.
SLA adherence: Meeting response and follow-up expectations for stakeholder communications and internal milestones, including timely documentation of interactions and next steps.
Decision consistency: Applying policies and evidentiary standards consistently across cases and escalating complex, high-risk, or ambiguous matters appropriately.
Stakeholder experience: Communicating clearly and professionally, setting expectations, and resolving cases with fairness and respect, including effective de-escalation when needed.
Operational contribution: Identifying recurring issues, trends, and process improvements that strengthen investigation quality, consistency, and efficiency.
