Quality Analyst

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. Pay Band: 5 No of positions: 3 Country/Location: Noida, India Department: GSS English & Exams (IELTS Operations) Contract Type: Fixed Term Contract, 1 year 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. Role Purpose The primary responsibility of the Quality Analyst is to develop and maintain knowledge articles, operational guidelines, and processes that enable effective organisation and accessibility of information. The role ensures accuracy and quality in process delivery through regular monitoring and timely resolution of complaints and feedback. The Quality Analyst is also responsible for Supporting financial compliance, audit readiness, and control adherence across operational processes Role Accountabilities We are seeking a detail-oriented and analytical Quality Analyst to drive operational excellence through robust documentation management, quality monitoring, financial process assurance, and compliance governance. This role is ideal for someone who thrives in a fast-paced environment and has a strong understanding of process documentation, quality frameworks, knowledge management practices, and operational controls. As a Quality Analyst, you will act as the documentation expert for the process and take ownership of developing, maintaining, and governing operational documents including SOPs, process maps, user guides, and end-to-end workflow documentation across both front-office and back-office operations. You will leverage tools such as MS Visio, MS Excel, MS Word, and MS PowerPoint to create and maintain high-quality process documentation aligned with ISO 9001:2015 standards. The role involves managing and continuously improving knowledge management practices while designing effective knowledge distribution processes to enhance accessibility and adoption across teams. You will analyse the impact of knowledge initiatives on operational efficiency and organisational outcomes, working closely with process owners and stakeholders to gather requirements and ensure documentation remains accurate, current, and readily available within process repositories. You will be responsible for maintaining master document control records and ensuring adherence to documentation retention, archival, and deletion standards. In partnership with audit teams, you will support internal and external audits by ensuring documentation and process controls remain compliant and audit-ready. Beyond documentation and governance, the role includes monitoring selected process activities to assess quality and operational effectiveness. You will identify strengths and opportunities for improvement across processes and teams, provide structured coaching and feedback, support retraining initiatives where required, and contribute to training effectiveness assessments. A key component of this role will include supporting finance quality controls and governance. You will perform quality reviews of financial transactions, validate refunds, chargebacks, and reconciliations, and ensure compliance with established financial controls and operational procedures. The role requires identifying process risks and discrepancies, supporting audits and root cause analysis for financial exceptions, collaborating closely with Finance and SSC teams, and tracking financial quality metrics to drive continuous improvement. The role also carries responsibility for maintaining information security and organisational compliance standards. You will be expected to understand and comply with information security and IELTS-related requirements, raise concerns related to policy non-compliance where necessary, and ensure adherence to organisational standards including the code of conduct and IT policies. We are looking for candidates with excellent analytical capability, strong attention to detail, effective communication skills, and a proactive approach to problem-solving and continuous improvement. The ability to manage multiple priorities, work collaboratively with stakeholders, and maintain high standards of quality, compliance, and operational delivery will be key to success in this role. Role specific skills, knowledge, experience and qualifications * 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 recognized 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) * 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 * Use of 7 QC tools * Financial controls and audit exposure * ERP tools (SAP Desirable) * Knowledge of refunds, chargebacks, payments, Reconciliations, PR & Vendor Creation, Payroll, debt chasing, purchase to order. Further Information Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations. Please note: Interviews will be conducted primarily in English. The successful candidate must be able to speak and write well in English, as this is essential for the role. Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided. Overseas Citizen of India (OCI) card holders will need to 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 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 askhr@britishcouncil.org