British CouncilHiring for Video Call speaking supervisor 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: Video Call Speaking Supervisor

Purpose of job:
Providing support (remotely) to Examiners and Test Centers during live Video Call Speaking testing. They will be ensuring that system and processes are adhered, to enable an efficient, compliant, and high-quality marking operation and ensure that Test Takers’ speaking scores are delivered within the agreed time frame.

Main opportunities/challenges for this role:
Process with 24*7 operations in Noida (NCR).

Process is responsible for the delivery of English Language Proficiency Exam.

Operations in three shifts.

High level of compliance to the agreed process guidelines.

No legal/ criminal case in history

The role would require the Supervisor to be the first point of contact for

Examiners experiencing technical or hardware issues.

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

Accountabilities, responsibilities, and main duties:
Operations management:
The role has following key deliverable:
Service Delivery

Stakeholder Management

Quality Management

Internal Customer Focus

Service Delivery

Schedule and allocate tests for Global Hub Examiners

Share relevant results with Test Centers

Act as point of escalation for Test Centre queries relating to Local Examiners

Send Apportionment timetables to Global Hub Examiners

Supporting Examiners during live tests across multiple time zones

Approving center requests for Global Hub Examiner support

Assists managers with implementations of new processes

Scheduling training events, practice sessions and assessments for VCS Examiners

This will include following a troubleshooting guide that will be provided to them to

help fix and triage issues.

Carry out “super user” tasks to help resolve test day issues

Act as the interface between GIS/China support teams and examiners ·

Act as the interface between examiners and Global Examiner hub team

Delivering efficiency by meeting & exceeding listed KPI’s.

Process transactions as per process guidelines.

Other responsibilities as identified during the development of the role.

Stakeholder Management

Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional disciplines (VCS, Delivery) to facilitate the effective provision of high quality and customer-focused services and advice.

Quality Management

Achieving quality related KPIs of the process.

Ensuring that Process Compliances are followed.

Taking continual improvement initiatives in the process.

Internal Customer Focus

Responds knowledgeably and professionally to enquiries within VCS, to ensure internal customers receive high quality, prompt, and timely service and/or advice. Refers on to others only complex enquiries, or those outside own area of expertise

Uses a range of enquiry, research, and analytical approaches to ensure they have an accurate understanding of the internal customer’s business needs and concerns before providing appropriate services, advice or problem-solving support.

Skills and Knowledge

Minimum/essential

Able to simultaneously manage tasks for multiple processes

Be proficient with Microsoft office, especially excel and outlook

Have great interpersonal and communication skills

6 months of experience of working in Exams IELTS Process (any stream)

Excellent communication skills.

Analytical with excellent attention to detail.

Proficient in MS office applications

Ability to inspire and support people

Ability to plan well and prioritize work

Good decision-making

Proactive approach with focus onproblem analysis & resolution

Experience

6 months of experience of working in Exams IELTS Process (any stream)

Demonstrable experience of working as part of a dispersed team to deliver a service

Demonstrable experience of reacting positively to change

Qualifications

Graduate in any discipline

Further Information

Pay Band – 4

Contract Type – FTC till March 2023

Location – Noida- India

Department/Country- IS /BCMS India

Requirements – Must have current right to work in India

Closing Date – Tuesday 12 October (23:59 IST)

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

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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.