Client Support Team Lead
QS Quacquarelli Symonds
full-time
Posted on:
Location Type: Hybrid
Location: Delhi • India
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Job Level
About the role
- Lead and develop a regional team of Institutional Support Analysts, fostering collaboration and high performance
- Assign and balance audit workloads and new audit delegations based on team capacity, complexity, and development needs
- Conduct final sign-offs on evaluation deliverables, ensuring accuracy and compliance with methodologies and guidelines, and execute processes for final client deliverables
- Act as first point of escalation for complex issues, engaging cross-functional support when needed
- Lead complex client and other stakeholder calls as required
- Project manage bundled audit deals through completion
- Conduct regular one-on-ones, provide constructive feedback, and support team members' professional growth
- Lead training sessions and support onboarding of new team members
- Handle complex analyst methodology queries
- Oversee client delivery tracking processes
- Maintain and update Analyst Manual’s and guidelines, workshop presentations, and operational collateral
- Assist with complex client issues and manage expectations alongside sales and product teams
- Identify and implement process improvements and contribute to product development initiatives
- Other duties as required consistent with the purpose of this role
Requirements
- Graduate degree with proven experience in a professional environment, including demonstrated team leadership or mentoring experience
- Deep understanding of QS Stars methodology and audit processes
- Proven ability to manage multiple priorities while maintaining attention to detail
- Strong interpersonal skills and ability to lead, motivate, and develop team members
- Excellent stakeholder management across clients and internal teams
- Outstanding written and verbal communication skills in English
- Strong analytical skills to synthesize data and provide clear guidance
- Experience with Microsoft Excel and project management tools (for example Click Up, HubSpot, Zendesk, etc.)
- Natural problem-solver with ability to balance quality and efficiency
Benefits
- Competitive base salary
- Access to an annual bonus scheme (for qualifying roles only)
- 21 days annual leave – increasing to 23 days after 5 years’ service + 8 days casual leave
- Enhanced maternity and paternity leave
- Access to Provident Fund and Pension Fund Scheme
- Group Medical Insurance
- A vibrant social environment and multicultural and multinational culture
- Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
- EAP (Employee Assistance Program) Service - dedicated services for enhanced EAP and comprehensive wellness with 24/7 helpline available through Truworth Wellness
- Access to a variety of diversity and inclusion initiatives and groups
- Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event
- Support for volunteering and study leave
- Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips
- Options to join our outstanding global Mentorship programme
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
QS Stars methodologyaudit processesanalytical skillsproject management
Soft Skills
team leadershipmentoringinterpersonal skillsstakeholder managementwritten communicationverbal communicationproblem-solvingattention to detail
Certifications
graduate degree