Malpractice Processor

About Pearson

We are the world's learning company with more than 18,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people. We're committed to a world that's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it's one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world's innovations, personal and global, large and small.

At Pearson, we believe in the power of difference. Harnessing the unique skills, perspectives, and backgrounds of every employee helps us foster innovation and create the most effective solutions for learners around the world. That's why we're committed to ensuring that diversity and inclusion are embedded into everything we do. We foster a work environment that's inclusive and diverse — and where our people can be themselves — so we can reflect the customers and learners we serve.

We are proud to offer an exceptional and supportive environment to develop your professional career as a "Malpractice Processor" with us.

Your Opportunity

• A full-time permanent role working 37.5 hours per week
• You will join our On-Demand Processing team which is part of the Qualification Processing Department. The department consists of several areas which work together to deliver General Qualifications, Vocational Qualifications and On-demand Qualifications.
• The On-Demand Processing team are responsible for various processes, including the result resolution and closedown of results for paper based and onscreen tests, candidate malpractice, processing traditionally marked learner work and mark capture for series-based qualifications.
• Your primary role will be investigating Candidate Malpractice cases.
• You will be required to support other processing activities within the team as priorities dictate.

Your primary responsibilities

• Processing of candidate malpractice and late arrival cases
• Reviewing remotely invigilated examinations for potential malpractice and contacting centres to investigate and resolve cases detected
• Researching cases and investigating appropriately
• Creating and sending outcome letters to centres
• Applying the appropriate penalties according to the JCQ guidance
• Contacting centres, examiners, internal teams via telephone, email and video conferencing
• Data input activity from marked scripts
• Managing own workload to ensure effective prioritisation
• Effectively communicate and escalate key issues, or threats to SLA
• Deputise and support for the Investigations Processing Leader
• During peak processing periods lead a team of seasonal staff in line with Pearson's policy, procedures, and values
• Work in other areas of the business as required

Key Challenges

• Working towards tight and immovable deadlines
• Working within a regulated framework
• The role requires high attention to detail and careful analysis despite busy workload
• The role requires attention to details even with tasks that may be repetitive
• Flexibility of working patterns during peak periods
• Ability to adapt to multiple/various IT systems
• Supporting various stakeholders from different teams
• Potential restrictions on annual leave during peak periods

Our Successful Candidate

You will be customer service focused with the ability to communicate with influence and work with others to achieve goals. Experience of researching and reviewing data and information to draw conclusions would be an advantage. You will deliver goals in a changing environment and take a creative and innovative approach to work while maximising potential for yourself and others.

Additional Competencies

• Attention to detail: Able to work accurately and have excellent attention to detail
• Methodical approach: Ability to concentrate and focus on meeting deadlines and objectives.
• Communication skills: Ability to comprehend and provide clear updates to colleagues and external customers.
• Teamwork skills: Ability to work positively with other members of the team.
• Analytical skills: seek to understand the bigger picture and the impact of up and downstream activities.

Previous Experience and Qualifications

Essentials

• Experience of leading people and processes
• Computer / keyboard experience.
• General office experience.
• Working to set processes/work instructions
• MS Word and MS Excel (both to intermediate level) and MS Outlook
• Educated to GCSE level minimum of English and Mathematics (grade C/4 or above) or equivalent

Desirable

• Communication skills from working with external / internal customers
• Previous experience and knowledge of working within an awarding body

Your rewards & benefits

We know you'll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn't fit all, so our workplace programs meet the different needs of our diverse teams, and their families, too. We offer:

• A competitive salary
• Hybrid working model
• 25 days annual leave, which increases by 1 day each year up to 30 days (with the option to buy and sell up to 5 days per year on top of this)
• A fantastic pension plan, where Pearson doubles what you contribute.
• Other benefits, including private dental care, private medical insurance, digital GP service, season ticket loan, eye tests, cycle to work scheme, volunteering days, employee wellbeing assistance, discounted retail and leisure products, services from leading companies and much more. See our options here: Pearson Jobs - Benefits

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson's commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: PRODUCTION/OPERATIONS

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: On-site

Req ID: 15842