British CouncilHiring for Quality Analyst – Operations & Customer Service (IELTS/Digital Exams) at Noida, Uttar Pradesh Full Time

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: Quality Analyst – Operations & Customer Services – IELTS Online

Purpose of job:
The Quality analyst is responsible for assessment of transactions/operational processes/customer queries on defined parameters. The role is also responsible for establishing quality check sheets for various voice/non voice transactions for assessment and reporting. The quality analyst is required to carry out live monitoring of transactions/mystery shopping on daily basis to access overall customer journey and identify improvement opportunities.

The QA is required to analyse operational customer service on daily basis and arrange corrective actions while working with operational teams. A daily QA report shall be released by Quality analyst for management review.

Main opportunities/challenges for this role:
Process with 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 a Sr. Quality Analyst.

The overall process size is approximately 100-150 resources.

Operations in three shifts.

This is a secured process where access to personal belongings and mobile phones or any other electronic devices is not allowed.

The placement for this role is based on a comprehensive certification process and clearance of Background checks.

Accountabilities, responsibilities, and main duties:
Determines transactional quality standards by monitoring the transactions processed by agents/executives.

Implement quality standards for the new medium of services/new service processes.

Conducting test Chat/Emails/voice to customer service representatives on new products.

Verifies Voice/Chat/Email/transactional quality by measuring each transaction against a standard quality monitoring script, product knowledge, sales and service ability, greeting, diction, listening, etiquette and query handling.

Provides feedback to executives after monitoring the quality of transactions.

Carry out live monitoring of transactions/ conduct mystery shopping on daily basis to access overall customer journey and identify improvement opportunities.

Analyse CSAT reports on daily basis and arrange corrective actions for poor customer experience service.

Generate a daily QA and CSAT report for management review.

Run improvement projects in quality control area and demonstrate quality excellence.

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

Qualifications :
Graduation or equivalent (Minimum 50%)

Role specific knowledge and experience

Minimum 4 – 7 years of work experience with minimum 2+ years in quality control.

Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised

qualification (BCMS/Vendor will arrange for language proficiency and certification test)- communication skills will also be judged in the voice and accent assessment round.

Typing Speed minimum 35 WPM

Basic MS Excel knowledge of using formulas (vlookup, hlookup, conditional formatting and pivot table)- Excel workbook to be shared separately.

Understanding Operations and Quality management.

Knowledge of customer service principles and practices

Certified green belt

Good understanding of MS VISIO

British Council Core Values and Behaviours to be judged.

Six Sigma Certified

Role specific skills:
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 great 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 31st Dec 2023

Department/Country- IELTS Online/ India – Noida

Closing Date (Time) – 26th July 22 (IST -23:59)

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

Equality , Diversity, and Inclusion (EDI) Statement

The 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 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.