At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us
Role Overview
As the Quality Assurance Team Lead, your primary focus will be on delivering exceptional customer satisfaction and high-quality recommendations. You will achieve this by leading quality assurance reviews, identifying optimization opportunities, and providing constructive feedback to QAs/analysts. A cooperative approach to working with both internal and external stakeholders, proactive problem-solving skills, and a dedication to continuous improvement will be essential to success in this role
Position Responsibilities
- Conduct comprehensive QA reviews to ensure quality recommendations are meeting and exceeding customer satisfaction
- Maintain quality standards to meet workflow SLAs and requirements pertaining to gTech Ads
- Manage action item closures by performing root cause analysis (RCA)
for dSAT and Escalations. Implement corrective/preventive actions and secure stakeholder sign-offs
- Collaborate with cross-functional teams (Operations, Training, PEx) to address quality issues and proactively drive improvements. Drive initiatives and manage projects.
- Develop and maintain strong relationship with Google partners and stakeholders
- Ensure weekly internal calibration sessions are conducted and QAs & SMEs are aligned
- Hands on data analysis and translating the results into actionable insights to enhance quality metrics and resolve workflow issues
- Hand-ons : Prepare executive slides for business reviews and present actionable insights
- Responsible for driving people practices and work towards employee retention and building an engaged workforce.
- Daily/Weekly & need based huddles with the team to understand their challenges and to share any operational/process updates, foster team comprehe
📌 Quality Assurance Team Lead (Bengaluru)
🏢 Google Operations Center
📍 Bengaluru
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