Institutional Support Analyst (Mandarin Speaking)

Job description

Role: Institutional Support Analyst (Mandarin Speaking) Location: Kuala Lumpur, Malaysia Applicants must have the existing right to work in the Malaysia. This role is not eligible for visa sponsorship. 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 commitment to people development is recognised globally: QS is a Gold-accredited Investors in People organisation, placing us among the top 28% of workplaces worldwide. 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. As a Institutional Support Analyst, this is what you’ll be doing: The role At QS, our institutional partners rely on accurate data, trusted insight, and responsive support to make decisions that shape their impact on students and society. As an Institutional Support Analyst, you will play a critical role in ensuring universities worldwide can engage confidently with QS rankings, our evaluation portfolio, and make the most out of the the insights derived from them. Working at the intersection of data, products, and relationships, you will guide institutions from all around the world through complex submissions, help them unlock value from our evaluation frameworks, and act as a trusted point of contact in an increasingly data-driven higher education landscape. This is a role with real visibility, variety and the opportunity to grow as QS’s evaluation portfolio continues to expand. Role responsibilities Support and guide a portfolio of institutional partners, acting as their primary point of contact across QS rankings, evaluations, and related products. Own the end-to-end onboarding and engagement journey throughout their evaluation, ensuring institutions understand requirements, timelines, and outcomes. Validate, review, and interrogate complex data submissions, working closely with universities to resolve queries and ensure accuracy and integrity. Conduct research to triangulate data when needed, and to identify missing or additional data. Collaborate with product, data, and research teams by sharing structured feedback, user insights, and recurring issues from institutional partners. Contribute to client-facing knowledge resources, including webinars, guidance materials, and documentation that improve self-service and scale. Build trusted, professional relationships with stakeholders across diverse cultural and regulatory contexts, exercising diplomacy and impartial judgement when required. Continuously improve internal processes to help the team manage growing volumes efficiently while maintaining a high-quality client experience. Any other duties that fall within the purpose and scope of the role. Key skills and experience Proven ability to manage multiple stakeholders or client relationships in a professional services, research, data, or customer-focused environment. Demonstrated capability to work with structured data, apply attention to detail, and explain findings or requirements clearly to non-technical audiences. Strong written and verbal communication skills in international business English and Mandarin, with the ability to convey complex information clearly and diplomatically. An awareness of international geo-political sensitivities and the ability to communicate with stakeholders effectively within this context. Ability to prioritise effectively, manage deadlines, and maintain quality in a high-volume or fast-moving environment. Experience collaborating across teams or functions, contributing insights that improve products, services, or processes. Interest in higher education, benchmarking, or the role of data and evidence in institutional decision-making. 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. With an 85% share of all Google searches for university rankings, the 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 – while helping more than 75,000 students enrol each year. 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) 20 days annual leave, plus public holidays Generous maternity and paternity leave Access to an Employee Assistance Programme (EAP) and MiCare health 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 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 Brand new breakout and relaxing spaces in office 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. Please keep an eye on your spam / junk email folder for correspondence from BambooHR