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British Council
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Video Call speaking supervisor

Video Call speaking supervisor

British Council

1 - 3 years

4 - 5 Lacs

Noida

Posted:2 months ago| Platform:

Apply

Skills Required

GIS Analytical VCS Scheduling Customer service MS Office Troubleshooting Stakeholder management Operations Quality management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Pay Band: 4/H

Country/Location: India

Department: Exams

Contract Type: Fixed Term Contract - Contract End :31 March 2026

Role Purpose:

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.

Challenges and Accountabilities

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.

Role specific knowledge and experience

Minimum/essential

Experience working in a busy operational environment delivering high levels of customer service.

Ability to ensure compliance, risk and security standards are monitored and maintained.

Desirable

1 to 3 years of work 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 on problem analysis & resolution

Requirements:

Education: University degree or equivalent

Language:

o English C1 (Aptis, IELTS 6.5 or equivalent)

o Local Language:

Locally Recruited

Applications are welcomed from candidates currently in this location with a natural right to work.

Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

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Video Call speaking supervisor