Advanced Specialist, Customer Service Enablement

Title: Advanced Specialist, Customer Service Enablement
Location: Noida, Bangalore (Hybrid)

Role Purpose

The ELL Operations Coordinator – Test Centre Quality & Operations supports the delivery of a high quality, consistent, and compliant test centre experience across the global ELL network.

This role plays a key coordination and quality assurance function within ELL Operations, supporting operational excellence through process governance, quality management, reporting, and documentation control. The coordinator works closely with Operations, Security, Customer Service, Product, and external partners to ensure that operational standards are clearly documented, followed, monitored, and evidenced.

Key Responsibilities

Test Centre Quality & Operational Support

• Support activities focused on maintaining and improving test centre quality, consistency, and operational readiness across the global network.
• Coordinate tracking of test centre reviews, actions, and follow-ups, ensuring clear visibility of progress, risks, and dependencies. 
• Support initiatives related to test centre environment, equipment, and delivery quality in line with approved standards and operating models.
• Act as an operational coordination point between ELL Operations, Security, Customer Service, Product, and delivery partners to ensure alignment and timely follow through.

Quality Management, Process & Policy Documentation

• Support the maintenance and continuous improvement of ELL Operations process and policy documentation, ensuring materials remain accurate, current, and aligned to approved operating models and contractual requirements.
• Coordinate regular process and policy review cycles, ensuring documentation reflects: 
• Test centre quality standards
• Approved security and delivery controls
• Operational changes and continuous improvement activity.
• Assist in documenting, updating, and version controlling: 
• Standard Operating Procedures (SOPs)
• Work instructions
• Quality frameworks and control descriptions used across ELL Operations and Customer Service.
• Ensure documentation is clearly structured, audit ready, and appropriately governed, with defined ownership, approval history, and review dates.
• Support alignment between documented processes and operational practice, identifying gaps, inconsistencies, or outdated documentation and escalating where required.
• Maintain structured document repositories (e.g. SharePoint) to ensure accessibility, traceability, and effective governance of operational documentation.

Operational Governance & Reporting

• Coordinate and support the production of recurring operational and quality reporting, including monthly, quarterly, and ad hoc reporting across test centre quality, incidents, and customer experience metrics.
• Ensure data used in reporting is complete, accurate, and supported by appropriate source documentation.
• Support preparation of materials for governance forums, operational reviews, and leadership updates.

Incident, Audit & Compliance Support

• Support coordination of documentation and evidence required for: 
• Internal audits
• Regulatory or contractual reporting
• Compliance reviews and operational assurance activities.
• Maintain structured records of incidents, investigations, actions, and decisions to support traceability and audit readiness.
• Assist with post incident and quality reviews, ensuring learning points and improvement actions are documented and tracked through to closure.

Stakeholder & Cross Functional Coordination

• Act as a central coordination point for operational actions across teams, ensuring responsibilities are clearly assigned, tracked, and closed.
• Support clear, professional, and compliance aware communication with internal stakeholders.
• Contribute to a culture of structured, documented, and repeatable operations across test delivery and customer support.

Skills & Experience

Essential

• Experience in operations coordination, service delivery, quality assurance, or governance support within a structured or regulated environment.
• Strong organisational skills with the ability to manage multiple trackers, reporting cycles, and documentation streams.
• High attention to detail, particularly when working with process documentation, policies, and operational data.
• Strong written communication skills with a professional, compliance aware tone.
• Ability to work effectively across functions and with geographically distributed teams.

Desirable

• Experience supporting audit, regulatory, or compliance driven operations.
• Familiarity with test delivery, customer service operations, or partner managed networks.
• Experience maintaining SOPs, quality frameworks, or controlled documentation repositories.

Key Measures of Success

• Process and policy documentation is accurate, current, and audit ready.
• Test centre quality actions are clearly tracked and progressed.
• Operational and quality reporting is delivered accurately and on time.
• Reduced ad hoc data requests through improved documentation and governance.
• Strong stakeholder confidence in operational coordination and quality controls.

Why This Role Matters

This role supports test integrity, customer trust, and regulatory confidence by ensuring that operational standards, quality controls, and improvement actions are embedded, documented, and sustained through disciplined operational execution.