Job Summary

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.

Role Details

- Country/Location: Noida, India
- Department: GSS English & Exams (IELTS Operations)
- Contract Type: 1 Year Fixed term contract
- Work Schedule: This is a 24/7 in office 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.

Role Responsibilities

- 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.

Requirements

Essential

- 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

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, 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 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Process Trainer (Noida)
🏢 British Council
📍 Noida