Process Trainer

2 months ago

Noida, India British Council Full time

Process Trainer - Operations & Customer Service (IELTS/Digital Exams)

**Date**:06-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**:
**Process Trainer - OPS & Customer Service -IELTS Online**

**Purpose of job**:
The responsibilities of this role include imparting process knowledge skills, conducting training need analysis for existing staff (including new hires), developing process training material, and assess outcomes of sessions. This will also include working closely with Operations and different support functions to conduct refreshers/training sessions to improve the overall effectiveness and efficiency of the resources/process.

**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.
- The overall process size is approximately 150 resources.
- Delivery of Services in three shifts.
- The role is responsible to train the staff on product and policies related to IELTS exam.
- This is a secured process where access to personal belongings and mobile phones or any other electronic devices is not allowed.
- The placement for this role is based on the clearance of Background checks.

**Accountabilities, responsibilities, and main duties**:
Training Delivery & Developing staff
- Deliver soft skills, sales skills and process training to new and existing staff for effective delivery of services.
- Identifying and forecasting the training needs through call monitoring, customer and stakeholders’ feedback.
- Timely updating of training curriculum and ensure approvals from all the key stakeholders.
- Engage staff through various on floor learning initiatives.
- Ensure proper handover of new joiners to team leads.
- Reporting the training process on timely and regular basis.
- Predict the trainees’ attrition through early warning system and notify the management accordingly.

Designing of the training modules
- Designing and expanding training and development programmes based on the needs of IELTS/Digital Exams and the individuals.
- Devising individual learning plans
- Ensure all learning materials are ready for use and are easy to access and is updated every time there is a change in process.

Monitoring and Evaluation and Learning
- Ensuring delivery of trainings as per schedule and follow up with participants post training to ensure training effectiveness.
- Creating and establishing certification process for various operational and customer service roles.
- Sharing feedback and coaching individuals on their areas of improvement.
- Regularly conduct refresher sessions and gauge the effectiveness of resources.
- Monitoring and reviewing the progress of trainees.
- Monitor transactions/ queries to identify the individual

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.

**Qualifications**:

- Graduation or equivalent (Minimum 50%)

**Role specific knowledge and experience**
- Excellent in English Communication Skills.
- 4 - 7 years’ overall experience with minimum 2 years as a Process trainer preferably in a call/contact center environment.
- Experience of delivering improvement projects in training, related to NPS, CSAT, upselling etc.
- Knowledge/ experience and understanding of Training MIS
- IELTS Certified at advance level or some industry expected certification at advanced leve

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