Associate Process Trainer

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

We work with people in over 150 countries and reach over 700 million people.

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Pay Band: 4

Country/Location: Noida, India

Department: GSS English & Exams (IELTS Online)

Contract Type: Fixed term contract

Contract Duration: 1 year

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. There is no hybrid work arrangement for this position, and it requires working onsite five days a week.

Role Description/Purpose

The responsibilities of this role include imparting process knowledge skills, supporting/conducting training need analysis for existing staff (including new hires), developing process training material, and tracking 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.

Role Accountabilities

The role involves delivering soft skills, sales skills and process training to new and existing staff in line with the approved curriculum to support effective service delivery. You will support the identification of training needs through call monitoring and customer and stakeholder feedback, assist in updating training curricula and obtaining approvals from Process Trainers and the Delivery Manager, and engage staff through on-floor learning initiatives.

The role also includes ensuring the proper handover of new joiners to Team Leaders, preparing and sharing training reports and trackers regularly, and monitoring early warning indicators of trainee attrition to notify the trainer or management accordingly.

You will support the design and expansion of training and development programmes based on the needs of IELTS and Digital Exams and individual learning requirements. This includes assisting in developing individual learning plans and ensuring that training materials are ready for use, easily accessible and updated whenever there is a process change.

The role also involves ensuring that training sessions are delivered as scheduled and following up with participants to assess training effectiveness. You will support the certification process for operational and customer service roles, provide feedback and coaching to individuals on areas for improvement, conduct planned refresher sessions, assess resource effectiveness, and monitor and review trainee progress. You will also monitor transactions and queries to identify individual training needs.

You will be responsible for understanding and complying with information security policies and reporting any observed non-compliance with information security or IELTS-related policies. The role also requires adherence to organisational policies, including the Code of Conduct and IT policy.

Qualifications & Experience

• Education: Bachelor’s degree (Mandatory)
• 1 - 3 years’ overall experience & experience in delivery process training or quality role, preferably in a contact/call centre environment.
• Exposure to supporting 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.

Further Information

Right to Work: 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.

India (OCI)

Overseas Citizen of India (OCI) card holders will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.

Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in

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

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and we welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability, and ensure staff are drawn from the widest possible pool of talent and we guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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.

If you experience any difficulties with submitting your application, please email [email protected]