Video Call Speaking Supervisor

3 weeks ago

Noida, India British Council Full time

Video Call speaking supervisor

**Date**:13 Jan 2023

**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

**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 “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.

**Qualifications**

Graduate

**Role specific knowledge and experience**
- Excellent communication skills.
- Analytical with excellent attention to detail.
- 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 multi

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