Process Trainer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

**We connect. We inspire.**

**Pay Band: 5**
**Country/Location: (Advant IT Park) Noida, India**
**Department: GSS English & Exams (IELTS Operations)**
**Contract Type: Fixed term contract until 31 March 2027**
**Closing Date: Tuesday 15 July 2025 - 23:59 Singapore Time (GMT +8)**

**Role Purpose & Accountabilities**:
We are seeking a dedicated Process Trainer to join our team. In this role, you will be responsible for delivering process knowledge and soft skills training to both new and existing staff, ensuring effective service delivery.

You will conduct training needs analysis, develop tailored training materials, and assess session outcomes to enhance overall process efficiency. Collaboration with Operations and support functions will be key to organizing refresher sessions and improving staff performance.

Your role will involve designing and updating training modules for IELTS/Digital Exams, creating individual learning plans, and ensuring all materials are accessible and up to date. Monitoring trainee progress, conducting evaluations, and providing feedback will be essential to maintain training effectiveness. Additionally, you will implement certification processes, track performance through call monitoring, and predict attrition risks using early warning systems. Compliance with information security policies and organizational guidelines is mandatory.

**Role specific skills, knowledge and experience**:
Essential:

- Graduate degree
- 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 level
- Knowledge of customer service principles and practices (Voice, E Mails & chat related)
- Excellent MS office skills (Word, Excel, Power point etc.)
- Proactive approach with focus on problem analysis & resolution

Desirable:

- Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification
- Demonstrable experience of reacting positively to change
- Experience in a KPO industry in a secured environment

**Benefits**
- 14 days of public holidays per calendar year
- Group Mediclaim policy
- Free library membership
- Professional development - Ongoing learning and career growth opportunities to support your development.

**Further Information**
**Right to work**: As we cannot sponsor work passes, applicants must already have the right to live and work in India.
**Workplace type**: 100% onsite work in Noida office
**Work Schedule**: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential.

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

**Equality, Diversity and Inclusion Statement**

**Safeguarding Statement**

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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.