Video Call Speaking Associate (ID: 45335)

Job Description

Company: British Council
Location: Noida, Uttar Pradesh, India
Job Type: Full-Time (Fixed-Term Contract – 1 Year)
Experience: 2-4 Years Entry-level to Mid-level
Education: Bachelor’s degree in any field
Expected Salary: ₹4 – ₹10 Lakhs per year (based on Pay Band 3/Grade I and industry
benchmarks for similar roles in India)
Job Category: Customer Service, Teaching, Information Technology
Website: Website info
Contact: Contact us

About British Council:

The British Council fosters global connections through education, cultural exchange, and
trusted partnerships. We empower individuals with skills, networks, and internationally
recognized qualifications like IELTS, impacting over 650 million people annually.

About the Role:

As a Video Call Speaking Associate, you will remotely support examiners and test centers
during live Video Call Speaking tests, ensuring compliance, efficiency, and timely score
delivery. This role requires adaptability to cross-functional tasks, troubleshooting, and
collaboration across time zones.

Key Responsibilities:

Service Delivery:

– Schedule tests for Global Hub Examiners and share results with Test Centers.

– Act as an escalation point for Test Centre queries and approve requests for examiner support.

– Assist managers in implementing new processes and scheduling training/assessments.

– Resolve test-day issues using troubleshooting guides and act as a “super user.”

– Interface between GIS/China support teams, examiners, and the Global Examiner Hub.

– Meet/exceed KPIs and adhere to process guidelines.
Stakeholder Management:

– Build relationships with internal teams (VCS, Delivery) to ensure seamless service.
Quality Management:

– Achieve quality KPIs, ensure process compliance, and drive continual improvements.
Internal Customer Focus:

– Provide prompt, professional support to internal enquiries, escalating complex cases.

– Analyze customer needs to deliver tailored solutions.

Qualifications:

– Bachelor’s degree in any field.

– Language: English proficiency (written and verbal).

Technical Skills:

– Proficient in MS Office (Excel, Outlook).

– Strong analytical and problem-solving skills.

Soft Skills: – Excellent communication and attention to detail.

– Proactive, adaptable, and team-oriented mindset.

Requirements: – Legal right to work in India (no visa sponsorship/relocation support).

– Flexibility to work in shifts (24/7 operations) and adapt to cross-functional tasks.

Rewards & Benefits:

– Professional development opportunities in a global organization.

– Exposure to international educational initiative