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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

As the Quality Assurance Senior Associate (IQA), you will be responsible for conducting Quality Assurance reviews to effectively measure service quality and customer satisfaction. You will be directly responsible for client satisfaction on service delivery, managing and auditing /evaluating calls/chats/ emails for vendors located in 12 different sites globally.

Position Responsibilities
Performing call/chat/email evaluations in line with the global audit plan defined
Preparing management reporting packs for both internal and Client Management team
Attending Calibrations with the vendor partners and Clients
Identifying and implementing process improvements
Participating in issue remediation ,RCA and Weekly/Monthly calibrations
Build positive relations and teamwork

Minimum Qualifications




Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
At least 2 years of work experience in Quality (including experience in audit /Evaluating phone/Non phone)
Should have exposure/knowledge of international Voice/Chat/Email Process
Should have worked in a process driven setting
Ability to work effectively and flexibly with Quality teams from different global locations

Preferred Qualifications
Exposure to Google products and tools
Ability to quickly absorb complex product/procedural information and to adapt to rapid changes in the product, process, and workflows
Solid customer service skills, including the ability to make decisions based on the best interests of the customers
Analytical mindset, with the ability to recommend internal process improvements and to identify the information required for appropriate troubleshooting
Highly respo

📌 Quality Assurance Senior Associate Hyderabad
🏢 Google Operations Center
📍 Hyderabad