Video Call Speaking Supervisor

Pay Band: 4/H

Country/Location: India

Department: Exams

Contract Type: Fixed Term Contract - 1 year

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.
  
  

Minimum/essential

Role specific knowledge and experience:

• 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:
• English C1 (Aptis, IELTS 6.5 or equivalent)
• 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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