Institutional Support Analyst

Role: Institutional Support Analyst

Location: Mumbai, 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 Institutional Support Analyst, this is what you’ll be doing:

The Institutional Support Analyst for Evaluations & Rankings plays a vital role in delivering top-tier service to our university partners, navigating both QS Stars and Institutional Support for Rankings. This position involves providing tailored assistance across both products, ensuring accurate data submissions, excellent customer service, and strong client relationships. As the linchpin between our organization and universities, this role focuses on ensuring accurate data submissions, validating submitted data and supporting evidence to issuing outcomes and advising on the best use of Stars Badges. Providing world-class customer support, and cultivating long-lasting relationships. The role offers a dynamic environment where you’ll guide institutions through complex methodologies, support them in making the most of our products, and act as their primary point of contact for all queries.

Role responsibilities:

Institutional Support:

Act as the primary point of contact for a portfolio of institutions participating in QS Stars audits and QS Rankings.

Provide first-class customer experience by responding to queries promptly and professionally via email, calls, webinars, and in-person events.

Support onboarding of institutions, assist in portal navigation and usage, and help institutions meet submission deadlines.

Help clients get the most out of their engagement by supporting their participation in relevant QS conferences, webinars, and publications.

Product Delivery: 

Manage timely and high-quality delivery of both QS Stars audits and QS Rankings

Coordinate internal resources to ensure each client’s data is received, validated, and presented in line with product timelines and standards.

Communicate clearly with clients on next steps and timelines, and resolve any blockers to delivery.

Data Acquisition and Audit Validation:

Collect, validate, and critically assess data to ensure completeness, accuracy, and compliance with our methodologies.

Liaise directly with institutional contacts to clarify data points and address discrepancies.

For QS Stars, this includes validating audit evidence and supporting clients in the preparation of relevant documents.

For QS Rankings, this includes ensuring the completeness of ranking indicator data and conducting accuracy checks.

Research and Insight Gathering

Conduct research to enrich client profiles, verify submitted data, or gather contextual data for analysis.

Monitor and collate client feedback to inform internal product improvements and innovation.

Client Relationship Management

Build trusted, long-term relationships with key institutional stakeholders, becoming their go-to expert for the QS Stars and Rankings

Offer proactive engagement throughout the year to support clients in planning, improving submissions, and understanding how they are assessed.

Translations: Occasionally assist with translations of QS Stars / Rankings materials and platform updates.

Key skills and experience:

Educational Background:A graduate degree with 3-5 years of experience in a professional environment, preferably in market research or higher education.

Language Skills:Fluency in English is essential; additional fluency in Russian, Spanish, or Arabic is desirable.

Communication and Interpersonal Skills:Exceptional written and verbal communication skills, with the ability to work effectively with diverse, cross-functional teams and multiple stakeholders.

Analytical Ability:Strong skills in analyzing quantitative and qualitative data, synthesizing clear and actionable insights.

Organizational Skills:Excellent self-organization and time management, with a focus on achieving results and paying attention to detail.

Technical Proficiency:Experience with Microsoft Excel and other office software; exposure to BI tools is an asset.

Passion for Education:A deep interest in the higher education sector, eager to contribute to its growth and development on an international scale.

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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