Manager - Quality & Training

Job Description

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: 7 Country/Location: (Advant IT Park) Noida, India Department: GSS English & Exams (Services Leadership) Contract Type: Fixed term contract until 31 March 2027 Closing Date: Monday 7 July 2025 - 23:59 Singapore Time (GMT +8) Role Purpose & Accountabilities: The British Council Shared Services Centre is a dedicated professional to oversee the entire quality function for E&E Operations, defining and implementing robust quality frameworks aligned with customer needs. You will act as our first line of defence, ensuring all practices and policies adhere to ISO standards, providing vital assurance to the Delivery Head. Your responsibilities will span Quality Assurance, Training & Development, conducting Audits, Process Documentation, enhancing Customer Satisfaction, and effectively managing your team. You will also ensure compliance with Information Security and other mandatory regulations. This role involves establishing quality assurance and control practices, documenting procedures in line with ISO 9K, implementing risk frameworks, and driving continuous improvement initiatives including Six Sigma methodology. Additionally, you will design, deliver, and evaluate training programs, identify training needs, and manage learning platforms. You will conduct internal audits, ensure timely closure of audit observations, and develop comprehensive process documentation and standard operating procedures. A key aspect will be driving operational customer satisfaction by implementing problem-solving initiatives and improving the overall customer experience. You will also lead strategic decisions to achieve excellence and contribute to organizational goals. Role specific skills, knowledge and experience: Essential: Graduate degree Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification 8-10 years of experience in the field of quality management in customer services, back-end operations, manufacturing, or marketing Good understanding of quality management Experience of working in a highly secure environment Able to simultaneously manage tasks for multiple processes Proficient in creating and documenting procedures Proficient in relevant computer applications (MS Office) Knowledge of customer service principles and practices Good people and interpersonal skills to build effective relationships with all levels of professionals Ability to inspire and support the team with regards to the first/second level escalations Good communication skills Proactive approach with focus on problem analysis & resolution Ability to plan well and prioritize work Desirable: Experience in implementing Six Sigma methodology Expertise in learning management systems and training quality assessment Experience in managing internal and external audits Strong understanding of ISO standards and compliance Proven track record in driving customer satisfaction Expertise in project management and transition management Knowledge of information security policies and compliance Benefits 21 days of Annual Leave per calendar year, subject to policy 14 days of Public Holidays per calendar year Group Mediclaim policy Group term life insurance policy Group accident insurance policy Gratuity, subject to prevailing country laws Free library membership Professional development - Ongoing learning and career growth opportunities to support your development. 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