Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

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

Role context

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

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:

Accountability Heading

Operations:

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 \xe2\x80\x9csuper user\xe2\x80\x9d 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.

Qualifications

Graduate

Role specific knowledge and experience

• 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
• 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)

Further Information

Pay Band - 4

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

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.

British Council