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
Country/Location: (Advant IT Park) Noida, India
Department: GSS English & Exams (IELTS Operations)
Contract Type: Fixed term contract until 31 March 2027
Closing Date: Sunday 18 January 2026 - 21:29 India Time (GMT +05:30)

- Early applications are encouraged, as this role may close sooner if an ideal candidate is identified.

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.

Role Purpose & Accountabilities:
We are seeking a dedicated Quality Analyst to join our team. Your core responsibility will involve crafting insightful articles and operational guidelines, while also pioneering new methods for organizing, locating, and accessing vital knowledge. You will ensure information accuracy and delivery quality by diligently monitoring process activities, guaranteeing timely closure of all complaints and feedback. This role also encompasses document creation and upholding compliance with knowledge record retention, archival, and deletion policies, actively supporting internal audits.

You will act as our documentation expert, utilizing MS Visio, Excel, Word, and PowerPoint to develop both front and back-office knowledge articles and operational guidelines. You will manage existing knowledge management practices, design new distribution policies, and evaluate their effectiveness and impact. Encouraging knowledge sharing amongst staff, interacting with process owners, and developing comprehensive documentation including SOPs and user guides are key. You will maintain master document control listings, ensure compliance with ISO9001:2015 requirements, and work closely with audit teams. Furthermore, you will monitor process activities, assess executive performance, identify strengths and areas for improvement, and ensure timely coaching and retraining.

Role specific knowledge and experience:
•    Extensive work experience 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)- 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
•    Use of 7 QC tools

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

Work Schedule: Please note, this role operates within a 24/7 environment with two flexible week-offs per calendar week, not necessarily weekends. This is a secure process, prohibiting personal belongings and electronic devices on-site. Successful placement is contingent upon completing a comprehensive certification and background checks. 

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