Quality Assurance and Training Manager

British Council
Full time Full day

Quality Assurance and Training Manager

Date: 2 Feb 2024

Location: Lahore, South Asia, PK

Company: British Council

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people

Role Purpose

To lead the customer management function in the delivery of standardised experience and training across the Exams SBU in Pakistan, managing QA KPIs, content creation, maintaining NPS scores and delivering Product / Service related trainings across the SBU. Also to motivate team to foster a good team spirit that enables a high quality, efficient and positive experience for customers, clients, and stakeholders as per agreed Service Level Agreement

The post holder ensures that the Customer management and Sales team, wider exams team and the external Venue Staff pool is adequately resourced and the team is well trained and engaged. The post holder will need to work with diverse team, analyse data, monitor trends, identify improvement opportunities, ensure Process and Quality standards and manage the national training calendars

Main Accountabilities:

As the Quality Assurance, Training, and Customer Experience Manager, your key responsibilities will revolve around optimizing customer service, ensuring compliance, and enhancing overall customer experience. In this role, you will play a pivotal part in optimizing customer experiences, driving operational efficiency, and fostering a customer-centric environment across the Exams division in Pakistan

Here's how you will drive success in these areas:

Quality Assurance and Training:

Preparing and Monitoring Quality Improvement Plan of call centre

Delivering training to exams staff and venue staff on customer services soft skills, product, processes

Training Contact Centre Staff on Exams products, soft skills and Child Protection

Deliver customer service soft skills training to wider teams as required

Conduct Training Need Analysis (TNA) of the customer service team and arrange training and development sooperational capability is built within the team

Ensure individuals meet all targets and KPIs as set out by the Council and follow administrative procedures and policies in place

Ensuring refresher session in Call Center so that agents are familiar with recent product information timely

Monitoring Quality scores of individual agents, venue audits for NPS

Ensuring constant growth in Quality scores

Improving NPS

Content creation

Sharing Analysis and Report of NPS

Leverage insights from QA audits and customer journey exercises to elevate service propositions and gain a competitive edge

Lead the Pakistan Training and Quality, embedding monitoring and evaluation within the customer journey

Customer-Centric Culture: Instill a customer engagement culture, clarifying roles and responsibilities across teams

Transparency and Updates: Regularly inform stakeholders of progress and developments

Provide ongoing support to CSMs and their teams, identifying systemic L&D requirements and working with regional and UK stakeholders to source solutions

To monitor compliance and ensure that the British Council Customer Management Framework (CMF) & quality assurance standards are met

Ensure that service level agreement with various teams are met and Frequently Asked Questions (FAQ’s), Information knowledge bank and response templates are maintained and up to date

Work closely with the Head of Customer Services by supporting regional initiatives like peer reviews, and monitoring Mystery Shopping improvement plans for the office. Provide administrative support in organising meetings and trainings

New initiatives in the area of Customer Services - Project is completed on time and as agreed in the project plan

Effective project management of customer services initiatives and achieving better results through constant monitoring and evaluation. Work on local and regional initiatives that will drive customer behaviour towards self-serve

Focusing on NPS improvement and achieving country target by reducing the number of service complaints from CC

Implement customized policies, processes, and solutions across the Exams business in Pakistan:

Ensure adherence to global policies and processes for Exams Customer Services, leading teams to meet KPIs and SLAs

Contribute to the design of policies and processes, considering regional nuances, and drive alignment across Pakistan

Seamlessly integrate systems like ORS, SRS, Q-matic, and Salesforce into the customer journey while aligning with global standards and securing local approvals

Develop clear process maps, guides, and materials, fostering effective communication and engagement during update

Analyze data, implement action plans to address insights, and take ownership of issue resolution

Establish standard benchmarks and KPIs for exceptional customer service, creating regional dashboards to track and report progress

Collaborate with suppliers to implement managed service level agreements for technology solutions, defining protocols and contingencies

Relationship and stakeholder management in Pakistan:

Identify key stakeholders and build a clear understanding of their needs and expectations

Work within the matrix to support and work across the Sales and Customer Management teams

Proactively build and maintain external networks to remain informed and to apply best-in-class practice across the customer service and sales function

Act as the Customer Management representative in project working groups as needed

Further Information

  • Number of positions: 1

  • Employment Type: FTC for 2 Years

  • Location: Lahore, Pakistan

  • Grade: 6-G

  • Deadline to receive applications: 15th of February 2024 (23:59 Central Gulf Time)

Please note that all applications should be submitted in English only.

It is advisable to apply in advance to avoid any technical issues at the last moment.

Any queries please reach out to Astha Srivastava - Regional Resourcing Specialist MENA and South Asia ([email protected])

A connected and trusted UK in a more connected and trusted world

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities

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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children

If you have any problems with your application please email [email protected]

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted

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