Quality Analyst

Overview

The Quality Analyst develops and maintains knowledge articles, operational guidelines and process documentation, monitors quality and financial process controls, and supports audit readiness and compliance for the IELTS Operations process.

What you'll do

• Develop, maintain and govern operational documents including SOPs, process maps, user guides and end-to-end workflow documentation across front-office and back-office operations
• Create and maintain process documentation using MS Visio, MS Excel, MS Word and MS PowerPoint, aligned with ISO 9001:2015 standards
• Manage and continuously improve knowledge management practices and design knowledge distribution processes to enhance accessibility and adoption
• Analyse the impact of knowledge initiatives on operational efficiency and organisational outcomes
• Work with process owners and stakeholders to gather requirements and keep documentation accurate, current and available in process repositories
• Maintain master document control records and ensure adherence to documentation retention, archival and deletion standards
• Support internal and external audits by ensuring documentation and process controls remain compliant and audit-ready
• Monitor selected process activities to assess quality and operational effectiveness
• Identify strengths and opportunities for improvement across processes and teams, provide structured coaching and feedback, support retraining and contribute to training effectiveness assessments
• Perform quality reviews of financial transactions and validate refunds, chargebacks and reconciliations
• Ensure compliance with established financial controls and operational procedures
• Identify process risks and discrepancies, support audits and root cause analysis for financial exceptions, and track financial quality metrics
• Collaborate with Finance and SSC teams
• Comply with information security and IELTS-related requirements, raise concerns about policy non-compliance, and adhere to the code of conduct and IT policies

What you'll need

• Minimum 4 to 7 years of work experience with minimum 2+ years in quality control
• English language proficiency at a minimum of IELTS band 7 or equivalent internationally recognised qualification (BCMS/Vendor will arrange the 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 tables)
• Understanding of 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

Nice to have

• ERP tools (SAP)
• Knowledge of refunds, chargebacks, payments, reconciliations, PR and vendor creation, payroll, debt chasing and purchase to order

Details

• Location: Noida, India, on-site five days a week; no hybrid arrangement
• 24/7 on-site role with rotating shifts, including night shifts, and two days off per week that may not fall on weekends
• Fixed term contract of 1 year
• Mandatory process training and a passing score in a competency assessment required before independent production responsibilities
• Strong English proficiency required; interviews conducted primarily in English
• Locally recruited; relocation support not provided
• OCI card holders must obtain a valid special work permit from the Government of India; the British High Commission cannot sponsor work visas