Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.Job Title: Quality Manager - E&E Service DeliveryPurpose of job:The Quality Manager will be responsible for the overall quality function of E&E Operations and will be involved in defining and executing the quality frameworks (Internal & External) based on understanding customer needs and requirements.This role is responsible for acting as the first line of defence, providing assurance to the Delivery Head that all practices and policies are in place as per ISO standards.Role context:The job is accountable for acting as the first line of defence and providing assurance to the Delivery Head that all practices and policies are in place as per ISO standards. The key areas covered under this role are.

• Quality Assurance
• Audits
• Process Documentation
• Customer Satisfaction
• Team Management
• Information Security and other mandatory compliances

Main opportunities/challenges for this roleAccountabilities, responsibilities and main duties:Quality AssuranceThe Quality Manager will be responsible for overall quality function for all E&E functions i.e, Operations and customer services 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:

• Establish quality assurance and quality control practices across all functions in E&E.
• Establish, implement and document procedures, process and policies in line with ISO 9K standards.
• Establish, implement and review a robust operational risk framework.
• Review all feedback and escalation for corrective actions.
• Own establish and implement the long-term goals in Quality Management framework.
• Periodic training need identification based on volume drivers.
• Drive culture of Continual improvements in all LOBs.
• 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
• Defining Quality Control framework for new processes or business in transition.
• Devising and reviewing specifications for services and processes

AuditsThe Quality Manager will be involved in various internal and external audits for the E&E 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.
• Ensure all internal and external audit observation are closed on time with high quality corrective actions implementations.
• Manage Records to ensure compliance all the time.

Process DocumentationThe Quality Manager will be responsible for ensuring documentations for all departments in BPS operations as mentioned below

• Develop service procedures, policies and standards
• All businesses in E&E Operations to be mapped with respect to the quality standards as defined in ISO guidelines
• Standard Operating Procedures to be defined for all businesses
• Designing process flows and maps for general understanding
• Root Cause Analysis for the development of the business and eliminating any non - conformity.

Customer SatisfactionThe desired candidate will be responsible for driving Operational CSAT for all businesses which deal with internal and external customers, a detailed requirement is appended below

• Maintains customer satisfaction by providing 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/ first line of defence team management)
• Formulate, Implement, track career path & Individual Development Plans of each member in the team.
• Metrics Management through regular reviews and delivering specific metric goals against targets.
• Manage the team and ensure high service delivery and execution.

Project Management & Transition

• Has good understanding of transition management and can advise on effective transition of new process.
• Manage critical path of any new transition effectively and take decisions to manage the timelines of transition. Should be able to convert proof of concepts into delivery.
• An expert in knowledge management to ensure all documented/tacit knowledge is captured and transition effectively.
• An expert in process study so that the person can help in building appropriate transition/ process documents for the process.
• Ability to manage delays in different work streams while keeping overall project plan within timelines (this may require extending on a few days during transition).
• Lead strategic decisions in the process to achieve excellence and contribute to organizational

Information Security

• Ensure that the team is aware of the information security policies and comply with them.
• Ensure that the team complies with ISO 27001/ ISO 22301.
• Raise incident / blow whistle when observe any non-compliance to information security policies
• Disable accounts immediately for leavers and Absconders /on long leaves
• Document and monitor / review access levels of his/her team
• Provide security awareness and education to team.

Role specific knowledge and experience

• Proficient in the field of quality management in customer services/ back-end operations/ manufacturing/ marketing etc.
• Have good understanding of quality management.
• Experience of working in a highly secure environment.
• Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification.
• Certified ISO 9001 as auditor
• Certified Green Belt
• Able to simultaneously manage tasks for multiple processes
• Be proficient in creating and documenting procedures
• Proficient in relevant computer applications (MS Office)
• Knowledge of customer service principles and practices
• Good people and interpersonal skills to build effective relationships with all levels of professionals. Ability to inspire and support the team with regards to the first/second level escalations.
• Good communication skills
• Proactive approach with focus on problem analysis & resolution. Ability to plan well and prioritize work.

QualificationsEssential - GraduateFurther InformationPay Band - 7Contract Type - FTC (till 31 Mar 2026)Department/Country- GSS English & Exams (IELTS Online)/ India - NoidaClosing Date (Time) - 18 Apr 2024 (IST -23:59)A connected and trusted UK in a more connected and trusted world.Equality , Diversity, and Inclusion (EDI) StatementThe British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.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 emailPlease 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.

British Council