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Sr. Executive - Greeter/Proctor - IELTS/Digital Exams

Date: 13-Oct-2021

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. 
 
We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. 
 
These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

 


Job Title: Sr. Executive - Greeter/Proctor - IELTS/Digital Exams

 

Purpose of job:

 

This is a subject matter expert role in greeting and proctoring process of IELTS Digital Exams. Position holder will be responsible for assisting a test taker in the check-in process, assessing, and validating the credentials of the candidates appearing for IELTS Exams, remotely proctor multiple candidates during the live test session. This role will also be responsible to carry out reconciliation activities, establish process compliances, document process activities for knowledge management to support the executives and trainees in carrying out transactions/processing activities.

The position holder is responsible to highlight challenges, malpractices, frauds during proctoring as per exams guidelines and responsible for managing customer complaints in coordination with senior leadership and stakeholders

 

Main opportunities/challenges for this role 

 

  • Greeting and Proctoring will operate in 3 shifts and in 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday).
  • The role is required to work in team and reporting to Team Leader/AM Operations and CS.
  • The overall process size will range between 100-150 resources.
  • The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor.
  • The placement for this role is based on a comprehensive certification process and clearance of Background checks.
  • The role will demand cross working between various customer services and operational processes for effective delivery.

 

Main Duties

Greeting:

  • High attention to details to ensure validation of right information of the candidates before start of the exam.
  • Resolve Queries of the candidates during the check in process.
  • Identify and escalate priority issues.
  • Route/Transfer issues to appropriate resource/channel if necessary.
  • Follow up on enquiries where necessary.
  • Complete logs, update necessary data sheets
  • Ensure daily transaction targets are met with high quality standards.

 

Proctoring:

  • Remote proctoring of 12 to 15 candidates per session during live test session against defined parameters. The session requires a continuous sitting of 3-4 hours per session.
  • Report malpractices and inconsistencies observed during test session to the team leader as per the evaluation guidelines
  • Complete the logs and update necessary data sheets for each candidate and test session on daily basis.
  • Ensure daily transaction targets are met with high quality standards.
  • For candidate facing technical issues during test day, Incident tracker and necessary documentation shall be completed on same day.

Subject Matter Expert and Support

  • The Senior Executive is a process expert who is responsible to manage complex transactions and queries.
  • Is responsible to carry out validation activities like, candidate reconciliation
  • Is responsible to generate report on process compliances.
  • Is responsible to document amendments in process activities thus ensuring knowledge management is maintained in the process.
  • Is responsible to guide, support and mentor the executives and management trainees in carrying out transactions/customer services/processing activities.
  • The Senior executive is also responsible for managing customer complaints in coordination with senior leadership and stakeholders. Expert with all the tools & technologies that are in use in the process.
  • Responsible to engage (Operationally) with stakeholders for effective delivery of Global IELTS Online Exams for greeting and proctoring operations
  • Delivering quality related KPIs of the process.
  • Driving continual improvement initiatives in the process.
  • Act as a backup to the Team Leader during his/ her absence and will be responsible to drive self and team productivity by following correct practices.

Governance and Reporting

  • Responsible to ensure that all process and CS related reports are generate and validated on daily/ on required frequency basis.
  • Good with MS Excel and formulas for reporting purposes
  • Practicing and ensuring compliance to all the BCMS’ and IELTS Global policies and procedures.

Information Security and other mandatory compliances:

  • Read, understand and comply with the information security policies.
  • Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.
  • Ensure compliances to Organisational policies like code of conduct, IT policy etc.

 

 

Key relationships

Key relationships: (include internal and external)

Internal

  • Supervisors/Team Leaders/Managers
  • IELTS Global Managers, Colleagues at British Council
  • UK management for global policies

 

External

Customers/Cambridge English, Suppliers, Examiners and Test Centres

Role requirements

 

Applicants must have the legal right to work in the country where they are residence. Applicant should be able to travel outside their country of residence and secure visa where required at short notice

The position holder would be required to work in shifts (24*7), 5 days in a week and 220 days in a year.

Should own a laptop having a genuine window 10 and above operating system

 

Qualifications:

 

  • Graduation or equivalent (Minimum 50%)
  • Masters in Operations
  • Distinction in English (in Graduation)
  • Microsoft Excel Certification
  • IELTS Band Score =>7
  • Prior experience of greeting/ proctoring

 

Role specific knowledge and experience

Minimum/essential

 

  • Minimum 3 – 5 years of work experience in Front /office (Customer Facing)
  • Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification (BCMS will arrange for language proficiency and certification test).
  • Intermediate in Microsoft excel application (BCMS will test the excel skills to evaluate)
  • Proactive approach with focus on problem analysis & resolution
  • Six Sigma trained

Desirable

  • A person who has independently managed shifts in previous organisations.
  • A person who has worked in secured process/ environment in previous work profiles.
  • Green belt trained/certified

 

 

   Role specific skills (if any)

 

  • Able to simultaneously manage tasks for multiple processes
  • Ability to adapt quickly to different IT systems
  • Be proficient with Microsoft office, especially excel and outlook
  • Have good interpersonal and communication skills
  • Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description
  • Motivated, self-starter who must be eager to learn and develop as the role expands

 

Further Information

Pay Band – 5

Contract Type – FTC Till 31 March 2023

Department/Country- IELTS/ India - Noida

Closing Date (Time) – 29 Sep 21 (IST -23:59)

 

 

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

 

Equality Statement

 

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.


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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

 

  If you have any problems with your application please email askhr@britishcouncil.org
 

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.