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Sr. Quality Analyst - Operations & Customer Service - IELTS Online

Date: 15-Jan-2022

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. Quality Analyst – Operations & Customer Service

 

Purpose of job:

 

The role is responsible for overall quality of Customer services &operation of IELTS Online process and will be supporting the Operations leadership team in defining and designing the quality frameworks (Internal & External) for understanding, customer needs and requirements.

The role holder is accountable to act as first line of defense in transactional quality monitoring (giving assurance to leadership team that all practices/policies/ procedures within his/ her span of control.

Successful candidate will also be responsible to manage a team of quality analyst(s) along with his/ her own deliverables.

 

Main opportunities/challenges for this role:

 

  • Operations and Customer Services 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 quality Manager.
  • 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.

 

Accountabilities, responsibilities and main duties:

 

Quality Assurance

  • Will be responsible for overall quality for CS & Operations and will be involved in defining and designing the quality frameworks (Internal & External) for understanding, customer needs and requirements. A detailed requirement for Quality Assurance is mentioned below: -
  • Implement the  quality assurance and quality control practices across all function lines. Implement and document procedures, process and policies in line with ISO 9K standards.
  • Review all feedback and escalation for corrective actions.
  • Own and implement the long-term goals in Quality Management framework.
  • Periodic training need identification based on volume drivers.
  • Drive culture of Continual improvements
  • Implementation of Six Sigma methodology in the business.
  • Re-visiting the internal quality control process and look out for opportunity areas.
  • Monitors all QA activities, test results, leaked defects, root cause analysis, identifies areas of improvement and implements steps required to improve processes
  • Help the Quality Manger in defining Quality Control framework for new processes or business in transition.
  • Devising and reviewing specifications for services and processes

 

Audits

  • Will be involved in various internal and external audits for the BPS operations as detailed below: -
  • Be first line of defense by conducting in-house audits of process and releasing an independent report to the senior manager/head of function.
  • Manage Records to ensure compliance to Freedom of information act

 

Process Documentations

  • Will be responsible for ensuring documentations for the services Help in developing service procedures, policies and standards
  • Standard Operating Procedures to be defined for the operations
  • Designing process flows and maps for general understanding
  • Root Cause Analysis for the development of the business and eliminating any non – conformity.
  • Ensure that the team & the process complies to ISO 27001/ ISO 22301 and IGA related requirements

 

Customer Satisfaction

  • Maintains customer satisfaction by taking problems-solving initiatives.
  • Improve customer service experience, create engaged customers and facilitate growth.
  • Identify area of opportunities for the business from a customer perspective and implement actions plans to improve end to end customer experience.

 

Team Management

  • People Management (leadership, stakeholder management, QA team management)
  • Implement, track career path & Individual Development Plans of each member in the team
  • Manage the team and ensure high service delivery and execution

 

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.

 

Skills and Knowledge

Minimum / essential

 

  • Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification)- communication skills will also be judged in the voice and accent assessment round.
  • Able to simultaneously manage tasks for multiple processes
  • Be proficient in creating and documenting procedures.
  • Be proficient in conducting audits
  • Be proficient in managing customer escalations and preparing corrective actions.
  • Be proficient in managing internal and external audits.
  • Have great interpersonal and communication skills
  • Be Versatile. A big part of the BPS 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

 

Desirable

Demonstrable experience of working as part of a dispersed team to deliver a service

 

Experience

  • Relevant experience in quality management for customer services or operations.

 

Qualifications

Minimum / essential

 

  • Graduate in any discipline or equivalent
  • Six Sigma Certified
  • Good understanding of MS VISIO

 

Desirable

  • Masters in Operations
  • Distinction in English (in Graduation)
  • Microsoft Excel Certification
  • IELTS Band Score =>7
  • Certified ISO 9001 as auditor

 

Further Information

Pay Band – 6

Contract Type – FTC till 31 March 23

Location – Noida- India

Department/Country- IS /BCMS India

Requirements - Must have current right to work in India

Closing Date – Wednesday 29 September (23:59 IST)

 

 

 

 

 

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.