British CouncilHiring for Trainee Greeter/Proctor – IELTS Online at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Trainee – Greeter & Proctor – IELTS Online

Purpose of job:
To learn and deliver optimum Greeter and proctors activities for IELTS Online exams using various tools and applications. As a trainee the person is responsible to learn the techniques of service delivery and apply the learning by delivering transactions. The transactions include Greeting and Proctoring during live test sessions along with managing operational tasks using applications/information to ensure all exams are conducted on time with efficiency and effectiveness.

This role is expected to develop capabilities to act as the Greeter and Proctor Executive in IELTS online process. On Successful completion of the 12 months training period, the management trainee can apply for Fixed term Executive role in the process.

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:
Proctoring and Greeting will operate in 3 shifts and in 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday). The trainee is required to learn and work in line with the process requirements.

The role is required to work in team and reporting to a Team Leader.

The overall process size will range between 80- 100 resources.

The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor.

The placement for this role is based on a comprehensive certification process and clearance of Background checks.

Greeting:
High attention to details to ensure validation of right information of the candidates before start of the exam.

Resolve Queries of the candidates during the check in process.

Identify and escalate priority issues.

Route/Transfer issues to appropriate resource/channel if necessary.

Follow up on enquiries where necessary.

Complete logs, update necessary data sheets

Ensure daily transaction targets are met with high quality standards.

Proctoring:
Remote proctoring of 12 to 15 candidates per session during live test session against defined parameters. The session requires a continuous sitting of 3-4 hours per session.

Report malpractices and inconsistencies observed during test session to the team leader as per the evaluation guidelines

Complete the logs and update necessary data sheets for each candidate and test session on daily basis.

Ensure daily transaction targets are met with high quality standards.

For candidate facing technical issues during test day, Incident tracker and necessary documentation shall be completed on same day.

Information Security and other mandatory compliances:
Read, understand and comply with the information security policies.

Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.

Ensure compliances to Organisational policies like code of conduct, IT policy etc.

Key Relationships

Internal

Supervisor/Team Leader/ Managers (as defined in the organogram)

IELTS Global Managers, Colleagues at British Council

UK management for global policies

External : Customers/Cambridge English, Suppliers, Examiners and Test Centre

Qualifications

Essential: Graduation or equivalent (Minimum 50%)

Desirable:
Distinction in English (in Graduation)

Microsoft Excel Certification

IELTS Band Score =>7

Role specific knowledge and experience

Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification (BCMS/Vendor will arrange for language proficiency and certification test)- communication skills will also be judged in the voice and accent assessment round.

Typing Speed minimum 35 WPM.

Basic MS Excel knowledge of using formulas (vlookup, hlookup, conditional formatting and pivot table)- Excel workbook to be shared separately

Able to simultaneously manage tasks for multiple processes

Ability to adapt quickly to different IT systems

Be proficient with Microsoft office, especially excel and outlook

Have good interpersonal and communication skills

Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description

Motivated, self-starter who must be eager to learn and develop as the role expands

Core Skills

Communicating and Influencing Level 1 – communicates clearly and effectively

Planning and Organizing Level 1 – is methodical

Using Technology Level 1- operates as a basic user of information systems, digital and office technology

Analysing Data and Problems Level 1 – is systematic

Further Information

Pay Band – 3

Contract Type – FTC , 1 year

Department/Country- IELTS Online/ India – Noida

Closing Date (Time) – 18th Mar 22 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.