Client Support - Team Lead

Role: Client Support - Team Leader

Location: Delhi, India

Job type: Full time, Permanent – Hybrid

This position offers a hybrid work model, allowing flexibility between working from home and our office.

Typically, employees are expected to work 2 days in the office per week.

Why QS?

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other.

It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day. And as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.

As a Client Support, Team Leader, this is what you’ll be doing:

The Client Support Team Leader leads the client delivery and engagement for our QS’s evaluation portfolio, including the delivery of QS Stars evaluations, Rankings Support Desk and data collection, the QS AI Competency Assessment and other evaluation activities.

The role is expected to develop deep technical expertise in one or more of the evaluation parallels and lead our regional. This position ensures the quality and efficiency of the team’s work while leading and developing a team of Institutional Support Analysts across the assigned regions.

You'll develop the capability to serve as the technical authority on our evaluation processes, handle complex client queries, manage quality assurance, and guide your team through challenging evaluation activities. This role requires someone who can balance hands-on specialist work with people leadership - mentoring analysts, managing workloads, and ensuring consistent delivery of world-class service to our institutional clients.

Role responsibilities: 

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 our 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

Key skills and experience:

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

Please note, if you don't meet all the criteria but believe you have the skills and passion to thrive in this role, we encourage you to apply.

So, who are we and what do we do?

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.

We’re behind the world’s most widely read university rankings (Meltwater 2023). Our QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.

Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education.

Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11
international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.

With every talented new hire, business acquisition and bold initiative, we’re strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?

We take investing in our people very seriously.

As standard you will have:

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

But that’s not all. Outside of these standard benefits we also offer resources to allow professional growth, and wellness initiatives to nurture a healthy mindset:

Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation

A focus on welfare which is led by our global wellness team, with mental health first aiders globally

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

Like what you’ve heard? Great, apply now!

As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.

Equal opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive. 

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