[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