Video Call Speaking Supervisor (ID: 45333)

Job Description

Company: British Council
Location: India
Job Type: Full-Time (Fixed-Term Contract until 31 March 2026)
Experience: 1-3 years (desirable)
Education: University degree or equivalent
Expected Salary: ₹8- ₹12 Lakhs Per year
Job Category: Customer Service, Teaching, Information Technology
Website: Website info
Contact: Contact us

About the Role:

As a Video Call Speaking Supervisor, you will remotely support examiners and test centers
during live Video Call Speaking tests, ensuring compliance, efficiency, and timely delivery
of scores. This role involves troubleshooting, stakeholder management, and adherence to
quality standards in a dynamic operational environment.

Key Responsibilities:
Service Delivery:

– Schedule and allocate tests for Global Hub Examiners.

– Share results with Test Centers and act as an escalation point for queries.

– Approve requests for Global Hub Examiner support.

– Assist with new process implementations and schedule training/assessments for
examiners.

– Troubleshoot test-day issues using provided guidelines and act as a “super user.”

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

– Meet/exceed KPIs and process transactions per guidelines.
Stakeholder Management:

– Build strong relationships with internal teams (VCS, Delivery) to ensure high-quality service.
Quality Management:

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

– Respond promptly to internal enquiries, resolving issues or escalating complex cases.

– Analyze internal customer needs to provide tailored support and problem-solving.

Qualifications: – University degree or equivalent.

Language:

English proficiency (C1 level: Aptis, IELTS 6.5, or equivalent).

– Fluency in the local language (as required).

– 1-3 years of experience in a busy operational/customer service role (desirable).

– Proficient in MS Office, with strong analytical and attention-to-detail skills.

– Excellent communication, decision-making, and problem-solving abilities.

– Proactive mindset with focus on compliance and risk management

Requirements:

– Legal right to work in India (locally recruited).

– Applications accepted from candidates within India or other British Council offices with
existing right to work in India.