Manager - Quality & Training

You will be responsible for overseeing the entire quality function for E&E Operations at the British Council Shared Services Centre. Your role will involve defining and implementing robust quality frameworks aligned with customer needs to ensure adherence to ISO standards and provide vital assurance to the Delivery Head. Your key responsibilities will include: - Implementing quality assurance practices and procedures - Providing training & development programs and managing learning platforms - Conducting audits and ensuring timely closure of observations - Enhancing customer satisfaction and improving overall customer experience - Managing compliance with Information Security and other mandatory regulations - Driving continuous improvement initiatives using Six Sigma methodology - Establishing risk frameworks and documenting procedures in line with ISO 9K To qualify for this role, you must have: - A graduate degree - English language proficiency at IELTS band 7 or equivalent - 8-10 years of experience in quality management in customer services, back-end operations, manufacturing, or marketing - Proficiency in creating and documenting procedures - Good understanding of quality management and customer service principles - Strong interpersonal skills and ability to build effective relationships - Proactive problem-solving approach and good communication skills Desirable qualifications include experience in implementing Six Sigma methodology, managing internal and external audits, and expertise in ISO standards and compliance. The position offers benefits such as annual leave, public holidays, insurance policies, gratuity, library membership, and professional development opportunities. The British Council is committed to equality, diversity, and inclusion, welcoming applications from all sections of the community. As a Disability Confident Employer, we guarantee an interview for disabled applicants who meet the minimum role requirements. Additionally, we are dedicated to safeguarding children, young people, and adults, ensuring a safe environment for all individuals we work with.,