Video Call Speaking Supervisor

2 weeks ago

Noida, India British Council Full time

Video Call speaking supervisor

**Date**:30 Jun 2023

**Location**: Noida, South Asia, IN

**Company**:British Council

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 “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 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

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