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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

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 solid 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