Role Description/Purpose

The primary responsibility of the Quality Analyst will be to develop articles and operational guidelines, as well as introduce techniques and procedures for organizing, locating, and enabling access to relevant knowledge articles. The role also ensures the accuracy of information and quality of delivery by monitoring process activities. Additionally, the Quality Analyst will ensure that all complaints and feedback are addressed and resolved in a timely manner.

The Quality Analyst will also be responsible for creating documentation and ensuring compliance with knowledge record retention, archival, and deletion policies. Furthermore, this role supports various internal audits conducted from time to time.

Qualifications & Experience

Education: Bachelors degree or equivalent qualification

- Minimum of 4-7 years of work experience, with at least 2 years in quality control.
- Meets English language proficiency at a minimum of IELTS Band 7 or an equivalent internationally recognized qualification (BCMS/vendor will arrange the language proficiency and certification test). Communication skills will also be assessed during the voice and accent evaluation round.
- Minimum typing speed of 35 WPM.
- Basic knowledge of MS Excel, including the use of formulas (VLOOKUP, HLOOKUP, conditional formatting, and pivot tables). An Excel workbook will be shared separately.
- Understanding of operations and quality management.
- Knowledge of customer service principles and practices.
- Certified Green Belt (Six Sigma certification preferred).
- Good understanding of MS Visio.
- British Council core values and behaviours will be assessed.

Role Accountabilities

We are looking for a detail-oriented Quality Analyst to join a 24/7 operational environment, where work schedules include any two days off within the week and may not fall on weekends.



This is a highly secure process that does not permit access to personal belongings, mobile phones, or other electronic devices while on the floor. Successful placement in this role is contingent upon completing a comprehensive certification process and passing all required background checks. This role presents an exciting opportunity to contribute to knowledge management excellence while navigating the challenges of a regulated and fast-paced operational setting.

In this role, you will serve as the documentation expert for the process, leveraging tools such as MS Visio, Excel, Word, and PowerPoint to create and maintain high-quality knowledge articles for both front- and back-office functions. You will design operational guidelines, SOPs, user guides, and end-to-end process flows, ensuring all documentation aligns with ISO 9001:2015 standards and is properly stored in the process repository. You will also manage and enhance knowledge management practices by introducing effective distribution strategies, monitoring their impact, and encouraging teams to actively share knowledge. Collaboration with process owners and audit teams will be essential to ensure compliance with documentation standards and retention, archival, and deletion policies.

Additionally, you will play a key role in driving quality improvement by monitoring process activities, evaluating team performance, and identifying strengths and areas for development at both the individual and process levels. You will ensure timely coaching, feedback, and retraining where needed, while also supporting training evaluation initiatives. A robust focus on compliance is critical, including adherence to information security policies, organizational codes of conduct, and IT guidelines. You are expected to proactively raise concerns or report any non-compliance, reinforcing a culture of accountability, integrity, and continuous improvement.

📌 Quality Analyst (BPO/Shared Service) (Noida)
🏢 BC Management Services
📍 Noida