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Pay Band: 5

Country/Location: Noida, India

Department: GSS English & Exams (IELTS Operations)

Contract Type: One year fixed term contract

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

Training & Assessment Requirement

Successful candidates will be required to complete mandatory process training and achieve the required pass mark in a competency assessment before undertaking independent production responsibilities. Support, coaching, and reassessment opportunities will be provided where applicable.

Role Description/Purpose

The primary responsibility of the Quality Analyst will be to develop articles and operational guidelines, as well as introduce techniques and procedures for organizing, locating, and enabling access to relevant knowledge articles. The role also ensures the accuracy of information and quality of delivery by monitoring process activities. Additionally, the Quality Analyst will ensure that all complaints and feedback are addressed and resolved in a timely manner.

The Quality Analyst will also be responsible for creating documentation and ensuring compliance with knowledge record retention, archival, and deletion policies. Furthermore, this role supports various internal audits conducted from time to time.

Role Accountabilities

We are looking for a detail-oriented Quality Analyst to join a 24/7 operational environment, where work schedules include any two days off within the week and may not fall on weekends. This is a highly secure process that does not permit access to personal belongings, mobile phones, or other electronic devices while on the floor. Successful placement in this role is contingent upon completing a comprehensive certification process and passing all required background checks. This role presents an exciting opportunity to contribute to knowledge management excellence while navigating the challenges of a regulated and fast-paced operational setting.

In this role, you will serve as the documentation expert for the process, leveraging tools such as MS Visio, Excel, Word, and PowerPoint to create and maintain high-quality knowledge articles for both front- and back-office functions. You will design operational guidelines, SOPs, user guides, and end-to-end process flows, ensuring all documentation aligns with ISO 9001:2015 standards and is properly stored in the process repository. You will also manage and enhance knowledge management practices by introducing effective distribution strategies, monitoring their impact, and encouraging teams to actively share knowledge. Collaboration with process owners and audit teams will be essential to ensure compliance with documentation standards and retention, archival, and deletion policies.

Additionally, you will play a key role in driving quality improvement by monitoring process activities, evaluating team performance, and identifying strengths and areas for development at both the individual and process levels. You will ensure timely coaching, feedback, and retraining where needed, while also supporting training evaluation initiatives. A strong focus on compliance is critical, including adherence to information security policies, organizational codes of conduct, and IT guidelines. You are expected to proactively raise concerns or report any non-compliance, reinforcing a culture of accountability, integrity, and continuous improvement.

Qualifications & Experience

Education: Bachelor's degree or equivalent qualification

Minimum of 4–7 years of work experience, with at least 2 years in quality control.
Meets English language proficiency at a minimum of IELTS Band 7 or an equivalent internationally recognized qualification (BCMS/vendor will arrange the language proficiency and certification test). Communication skills will also be assessed during the voice and accent evaluation round.
Minimum typing speed of 35 WPM.
Basic knowledge of MS Excel, including the use of formulas (VLOOKUP, HLOOKUP, conditional formatting, and pivot tables). An Excel workbook will be shared separately.
Understanding of operations and quality management.
Knowledge of customer service principles and practices.
Certified Green Belt (Six Sigma certification preferred).
Good understanding of MS Visio.
British Council core values and behaviours will be assessed.

Role Specific Skills

Able to simultaneously manage tasks across multiple processes.
Ability to adapt quickly to different IT systems.
Proficient in Microsoft Office, especially Excel and Outlook.
Strong interpersonal and communication skills.
Versatile, with a willingness to support others even when tasks may fall outside the defined job description, particularly within the IELTS function.
A motivated self-starter who is eager to learn and develop as the role expands.

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.

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

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

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 in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email [HIDDEN TEXT]