Pay Band: 5

Country/Location: Noida, India

Department: GSS English & Exams (IELTS Online)

Contract Type: Fixed term contract

Contract Duration: 1 year

Role Description/Purpose The responsibilities of this role include assessing process knowledge and skills during interviews, conducting training needs analyses for existing staff (including new hires), developing process training materials, facilitating on-the-job language coaching, and assessing the outcomes of coaching sessions.

Qualifications & Experience

- Education: Bachelors degree (Must)
- Excellent English communication skills.
- Must Have 3–5 years of overall experience, including a minimum of 2 years' experience as a Voice and Accent Trainer, preferably in a call centre environment.
- Experience in delivering training improvement initiatives related to NPS, CSAT, upselling, and similar performance metrics.
- Knowledge of and experience with Training MIS and reporting.
- IELTS certification at an advanced level or an equivalent industry-recognized certification.
- Knowledge and understanding of customer service principles and practices across voice, email, and chat channels.
- Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.
- Proactive approach with strong problem-solving, analytical, and resolution skills.

Role Accountabilities We are seeking a skilled and passionate Communications Trainer to join our Business Process Services (BPS) team in Noida (NCR). Supporting a 24/7 operation across multiple business processes, this role is critical in developing the communication and language capabilities of employees working in both back-office and customer-facing environments across voice, chat, and email channels. With a workforce of approximately 300–400 employees, you will play a key role in enhancing communication effectiveness,



improving customer interactions, and supporting overall business performance.

Employment is subject to successful background verification, and the role operates within a secure environment where personal belongings, mobile phones, and other electronic devices are not permitted in operational areas.

As a Communications Trainer, you will partner with hiring managers to assess candidates’ communication and language proficiency during the recruitment process, developing assessment materials and providing recommendations to support hiring decisions. You will identify training needs across the business, design and deliver engaging communication and soft-skills training programmes, and create relevant learning content and training frameworks. The role also involves conducting coaching sessions, evaluating communication quality, and measuring training effectiveness through performance indicators such as quality scores, customer satisfaction results, and sales conversion outcomes.

Working closely with process trainers, quality analysts, and team leaders, you will provide constructive feedback and targeted coaching to accelerate employee development and performance improvement.

The ideal candidate will be an excellent communicator with a robust passion for learning and development, capable of building meaningful relationships across teams and influencing positive behavioural change. You will be responsible for managing training logistics,



maintaining training records, and ensuring all activities align with organisational compliance and information security requirements. A commitment to upholding company policies, promoting a culture of continuous learning, and ensuring adherence to information security standards will be essential for success in this role.

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

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.

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