Process Trainer

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

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Pay Band: 5

Country/Location: Noida, India

Department: GSS English & Exams (IELTS Operations)

Contract Type: 1 Year Fixed term contract

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

Training & Assessment Requirement

Successful candidates will be required to complete mandatory process training and achieve the required pass mark in a competency assessment before undertaking independent production responsibilities. Support, coaching, and reassessment opportunities will be provided where applicab

Role Purpose & Accountabilities:

We are seeking a dedicated Process Trainer to join our team. In this role, you will be responsible for delivering process knowledge and soft skills training to both new and existing staff, ensuring effective service delivery.

You will conduct training needs analysis, develop tailored training materials, and assess session outcomes to enhance overall process efficiency. Collaboration with Operations and support functions will be key to organizing refresher sessions and improving staff performance.

Your role will involve designing and updating training modules for IELTS/Digital Exams, creating individual learning plans, and ensuring all materials are accessible and up to date. Monitoring trainee progress, conducting evaluations, and providing feedback will be essential to maintain training effectiveness. Additionally, you will implement certification processes, track performance through call monitoring, and predict attrition risks using early warning systems. Compliance with information security policies and organizational guidelines is mandatory.

Role specific skills, knowledge and experience:

• Graduate degree
• Excellent in English Communication Skills.
• 4 - 7 years’ overall experience with minimum 2 years as a Process trainer preferably in a call/contact center environment.
• Experience of delivering 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

Desirable:

• Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification
• Demonstrable experience of reacting positively to change
• Experience in a KPO industry in a secured environment

Benefits

• 21 days of annual leave per calendar year, subject to policy• 14 days of public holidays per calendar year
• Group Mediclaim policy
• Gratuity, subject to prevailing country laws
• Free library membership
• Professional development - Ongoing learning and career growth opportunities to support your development.

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 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. 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]