Exams Operation Manager - Quality Assurance

Job Description

Role PurposeThe role is responsible for ensuring the overall quality of service for Exams operational processes and will be supporting the Operations leadership team in defining and designing the quality frameworks (Internal & External) that will guarantee the satisfaction of all stakeholders/customers following a customer-oriented mindset. The role holder is also accountable to act as first line of defense in transactional quality monitoring, giving assurance to leadership team that all practices/policies/ procedures within his/her span of control are optimum.The job sits in the Examinations Services team in Jordan which consists of approximately 25 staff members. He/she should be working very closely with the whole exam team to ensure an efficient implementation of the British Council Exams in Jordan. Excellent customer and client service and effective and secure Exams delivery are essential to continued growth of the business.Main Accountabilities:Operational Professional Confidence:

• Develop a comprehensive understanding of key Exams operations SOPs, policies, standards, and regulations as well as key Exams relationships and business development strategies and ensure familiarity with Exams business dynamics.
• Undertake appropriate professional training and product familiarisation in order to maximise personal effectiveness and potential.

Quality Assurance:Will be responsible for overall quality for Exams Operations and will be involved in defining and designing the quality frameworks (Internal & External) for understanding customer needs and requirements. A detailed requirement for Quality Assurance is mentioned below (in line with all British Council and Awarding Bodies policies and standards):

• Implement thequality assurance and quality control practices across all function lines.
• Implement and document procedures, process and policies
• Own and implement the long-term goals in Quality Management framework
• Drive culture of continual improvements in all functions in the Exams Department
• Establish, implement and review a robust operational risk framework in all Exams functions.
• Revisit the internal quality control process and look out for opportunity areas
• Monitor all QA activities, test results, leaked defects, root cause analysis, identify areas of improvement and implement steps required to improve processes
• Define Quality Control framework for new processes or business in transition
• Devise and review specifications for services and processes
• Manage school service design project to ensure quality delivery for all services provided to British Council Partner Schools
• Manage the NPS (Net Promoter Score) to achieve and improve Exams targets and KPIs through report on issues regularly, and providing optimum solutions

Customer SatisfactionThe desired candidate will be responsible for driving operational excellence for all tasks which deal with internal and external Exams customers, a detailed requirement is appended below:-

• Maintainscustomer satisfactionby providing problem-solving initiatives.
• Improve customer service experience, create engaged customers and facilitate growth.
• Identify area of opportunities for the business from a customer perspective and implement action plans to improve end to end customer experience.
• Continuously review the customer journey for all Exams products to address all gaps and work on a development plans to ensure optimum customer Satisfaction
• Regularly collect test-day customer experience feedback through (Surprise) visits for all products and examination sessions, to ensure achieving high satisfaction rates
• Be proficient in reviewing and managing customer feedback/escalations and preparing corrective actions.
• Generate periodic reports related to customer behavior and report the impact on the business

AuditsWill be involved in various internal and external audits for Exams customer experience as detailed below:

• Develop customer experience audit criteria in agreement with Exams operations management
• Be first line of defense by conducting in-house audits of process and releasing an independent report to the senior manager/head of function
• Ensure all internal and external audit observation are closed on time with high quality corrective actions implementations

Reporting and CommunicationWill be responsible for ensuring a proper documentation for the following elements of Exams operations as mentioned below:

• Generate regular reports to Exams management and ensure timely communication with the team
• Be proficient in creating and documenting procedures.
• Standard Operating Procedures to be reviewed/defined for the operations and all businesses.
• Designing process streams and maps for general understanding
• Root Cause Analysis for the development of the business and eliminating any non ? conformity
• Review/develop service procedures, policies and standards

Professional development

• Ensure Exams team benefit from appropriate local, regional or self-access training

About You (essential requirements for the role):

• Bachelors degree or equivalent in any related subject
• Language requirements: Proficient in English and Arabic
• Two years of experience as Quality Assurance/Operations Manager or in a similar role
• Experience in leading a small sized team across various locations
• Experience in developing and implementing quality assurance and quality control practices

Desirable requirements for the role

• Knowledge of UK education system and schools Examining Boards (Cambridge/Edexcel/Oxford AQA).
• Experience of working with UK exam boards
• Experience of working with International Quality Assurance and standardisation bodies and institutions

Further Information

• Role: Exams Operation Manager ? Quality Assurance
• Number of positions: 1
• Pay Band: Pay band 6/G
• Location: Jordan
• Contract type: 1 Year Fixed Term Contract
• Salary: JOD 1,010.00 per month along with 13th month salary and 14th month salary paid in June and December respectively of each year pro rata to hiring date.
• Other requirements: This role is open to candidates who have the legal right to work in Jordan
• Closing Date: 18 September 2022 (23:59 Gulf Standard Time)

It is advisable to apply in advance to avoid any technical issues at the last moment. Please note that all applications should be submitted in English.

Keyskills :