Business Analyst - Test Center Operations

Description

Title: Business Analyst - Test Center Operations

Location: Remote, US

Salary: $85K

About PSI

Belong, Grow, and Thrive! At PSI, we believe that people achieve their best when they feel they truly belong. That's why fairness and opportunity are at the heart of everything we do - not just words, but values deeply embedded in our culture and the full employee experience.

We're proud to foster an environment where everyone is supported to reach their full potential. From your first day through every step of your journey with us, you'll feel the difference in how we work, grow, and succeed together.

What You Can Expect From Us - We know that great work starts with feeling valued. That's why we've benchmarked all our roles against local market rates and why you'll always see salary details in our job postings. We believe in transparency, and we want you to feel confident that your next move aligns with your expectations.

About the Role

We are looking for a versatile Business Analyst to serve as a true extension of our operations and leadership team - the person we turn to for answers across the full range of analysis our test center business demands. We operate our own network of test centers and work with delivery partners including PSI and ETS. You will own a broad and evolving mix of analytical work, taking ambiguous questions and turning them into clear, data-backed answers that drive decisions. This is a high-ownership role for someone who can work independently, anticipate what is needed, and become the analytical backbone the team relies on.

Role Responsibilities

• Act as the central analytical resource for test center operations, taking on a wide and shifting range of analysis requests from leadership and cross-functional teams.

• Analyze test center performance across our network - capacity and seat utilization, scheduling, candidate volumes, no-show and cancellation trends, geographic coverage, and cost per delivery.

• Build and maintain dashboards and recurring reports tracking operational KPIs such as throughput, SLA adherence, wait times, and delivery incidents.

• Translate open-ended business questions into structured analyses - defining the right metrics, sourcing the data, and delivering clear recommendations.

• Support demand forecasting and capacity planning, including high-volume testing windows.

• Monitor the performance of testing partners (PSI, ETS, and others) against operational and SLA expectations.

• Conduct root-cause analysis on operational issues - delivery failures, scheduling conflicts, candidate complaints - and recommend process improvements.

• Partner across operations, IT, finance, and vendor management; document requirements for system and process improvements.

• Present findings to leadership in clear, decision-ready formats and proactively surface insights before they are requested.

• Act as the central analytical resource for test center operations, taking on a wide and shifting range of analysis requests from leadership and cross-functional teams.

• Analyze test center performance across our network - capacity and seat utilization, scheduling, candidate volumes, no-show and cancellation trends, geographic coverage, and cost per delivery.

• Build and maintain dashboards and recurring reports tracking operational KPIs such as throughput, SLA adherence, wait times, and delivery incidents.

• Translate open-ended business questions into structured analyses - defining the right metrics, sourcing the data, and delivering clear recommendations.

• Support demand forecasting and capacity planning, including high-volume testing windows.

• Monitor the performance of testing partners (PSI, ETS, and others) against operational and SLA expectations.

• Conduct root-cause analysis on operational issues - delivery failures, scheduling conflicts, candidate complaints - and recommend process improvements.

• Partner across operations, IT, finance, and vendor management; document requirements for system and process improvements.

• Present findings to leadership in clear, decision-ready formats and proactively surface insights before they are requested.

Knowledge, Skills and Experience Requirements

• Bachelor's degree in Business, Analytics, Statistics, Economics, or a related field.

• 3+ years in a business analyst, operations analyst, or data analyst role.

• Strong proficiency in Excel and SQL; experience building dashboards (Power BI, Tableau, or similar).

• Proven ability to take ambiguous, open-ended questions and independently scope and deliver an analysis.

• Strong communication skills - able to translate data into a clear story for non-technical stakeholders.

• Self-starter who can manage multiple competing priorities with minimal oversight.

Preferred Qualifications

• Experience in the testing, assessment, certification, or examination industry.

• Familiarity with test delivery operations and partners such as PSI, ETS, Pearson VUE, or Prometric.

• Capacity planning, demand forecasting, or vendor/SLA management experience.

• Process improvement exposure (Lean, Six Sigma).

Benefits & Culture

Alongside a competitive salary, we offer a comprehensive benefits package designed to support your well-being, your future, and your sense of purpose: ?

• Retirement Benefits: 401(k), pension, or country-specific retirement plans with employer contributions

• Generous Time Off: Enhanced paid time off/annual leave policies

• Health & Wellbeing Coverage: Medical insurance tailored to your region, plus:

• US: Dental, vision, life, and short-term disability insurance

• UK: Medical cashback plan including dental, vision, and income protection

• Flexible Spending Accounts (US)

• Employee Assistance Program (EAP): Confidential support whenever you need it

• Work-Life Balance: We understand life happens outside of work, and we fully support flexibility

• Wellness Culture: Regular global wellness initiatives to help you stay healthy and inspired

• Future Planning: Tools and support to help you grow personally and professionally

• Giving Back: Enjoy a Volunteer Day each year and opportunities to support our communities and industry

At PSI, we're more than just a workplace - we're a global team driven by shared values and real impact. If you're ready to be part of a company that's committed to your growth and well-being, we'd love to hear from you.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.