Role Profile
A. JOB DESCRIPTION
Strategic Business Unit
Head Quality Assurance and Customer Service
Reference No: LHE/E/49/1516
Based in Lahore
Exams
Country, region
Pakistan, South Asia
Reports to
Director Examinations Services
7
Duration of job
Indefinite contract of employment
Job title, reference
number and location
Pay band
PURPOSE OF JOB
In a national role to contribute to the secure management and delivery of examinations in Pakistan by
ensuring that standard operational procedures are in place and are being monitored and all customer service
standards are met or exceeded. This post has a major role in developing and implementing appropriate
quality and compliance assurance processes and efficiency improvements. In collaboration with Director
Operations Exams, the post holder will play a national role for in leading service innovation for Exams. The
post holder will also provide strategic leadership to the British Council customer service team and outsourced
contact centre and operational enquiry management teams.
CONTEXT AND ENVIRONMENT
The British Council creates international opportunities for the people of the UK and other countries and builds
trust between them worldwide.
As the United Kingdom’s international organisation for cultural relations and educational opportunities, the
British Council works with public and private organisations across the world to build mutually-beneficial
relationships.
The Pakistan exams operation is one of the largest in the British Council network and a growing one. The role
plays an integral part in helping to manage this growth in an effective and efficient manner through
appropriate innovation. The maintenance of the integrity and security of exams materials and processes lies
at the heart of credibility with Examination Boards.
KEY RESPONSIBILITIES
 To ensure all exams quality and compliance systems and processes across Pakistan are standardised
and implemented nationally.
 To ensure that there are regular audits of exams systems in all regions in line with the global quality and
compliance audit (QCA) framework and ensure compliance and suggestions for improvement.
 To act as the national point of contact for assistance, clarification and guidance in interpreting and
applying exams policies and systems.
 To ensure exams web pages meet QCA standards, are up to date and meet the current and anticipated
future needs of customers
 To lead the British Council customer service team and outsourced contact centre in a way that will deliver
outstanding results to both its external and internal clients as well as ensuring exams second level enquiry
management meets corporate standards.
KEY RELATIONSHIPS
The post holder will need to develop successful relationships with
 Pakistan exams operations teams.
 Regional Customer Services Manager.
 Regional Compliance and Operations Manager.

Examinations boards including CIE, ACCA and Edexcel etc.
OTHER IMPORTANT REQUIREMENTS OF THE JOB
Frequent travel within Pakistan will be required.
Passport/visa and/or nationality requirement.
Right to work in Pakistan
Security or legal checks required for this role.
Comprehensive background check
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B. PERSON SPECIFICATION
Essential
Behaviours
Please see The
Behaviours
Dictionary for
behaviour
definitions and
levels
Desirable
Assessment stage
The position holder
will be required to
demonstrate all six
behaviours, on the job.
These will be
assessed during year
end performance
evaluations.
Behaviours assessed during interview
stage of recruitment process
Making it Happen- More demanding
Being Accountable- Most demanding
Working Together- Most demanding
Behaviours not assessed during
recruitment process
Creating Shared Purpose- More demanding
Shaping the Future- More demanding
Connecting With Others- More demanding
Behaviours to be
assessed during the
interview stage of
recruitment are
mentioned.
Core Skills:
Managing People (L3)
Manages a team: Provides full line management
to a team where all members are working in a
similar area of expertise or business. Scope
includes planning, setting objectives, role
modelling an inclusive culture, recruitment,
development and performance management.
Managing Projects (L3)
Skills and
Knowledge
See The Core
Skills Dictionary
for details
Leads smaller projects: Analyses requirements
with the sponsor/stakeholders, defining the
specification, planning, revising, implementing
and evaluating on small-to-medium scale and/or
low risk projects.
Communicating and Influencing (L2)
Uses influencing techniques: Uses formal and
informal negotiating and motivation techniques to
influence others’ behaviour and persuade them
to think and act differently, while respecting
difference of view and culture.
Managing Risk (L3)
Using Technology
(L3)
Identifies
improvements
Identifies where
new or improved
technology could
benefit business
efficiency, the
customer
experience or
market
opportunities and
makes evidencebased
recommendations.
Short listing, test
and interview
Develops the culture
Has track record of analysing potential risks,
promoting risk awareness, and holding others to
account for their practices.
Other Skills:
Knowledge of tools used for customer
service evaluation, quality assurance and
compliance
Experience
Three years of relevant experience,
including management, quality assurance/
auditing/ customer service experience
Qualifications
14 years of education
Short listing
and interview
Qualification a
related field
Short listing
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