[Remote] Business Analyst - Test Center Operations

Note: The job is a remote job and is open to candidates in USA. PSI Services LLC is a company that values fairness and opportunity, fostering an environment where employees can thrive. They are seeking a versatile Business Analyst to support their test center operations by providing analytical insights that drive decision-making and improve performance metrics.

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

Skills

• 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
• 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

• 401(k), pension, or country-specific retirement plans with employer contributions
• Enhanced paid time off/annual leave policies
• 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
• We understand life happens outside of work, and we fully support flexibility
• Regular global wellness initiatives to help you stay healthy and inspired
• Tools and support to help you grow personally and professionally
• Enjoy a Volunteer Day each year and opportunities to support our communities and industry

Company Overview