Quality Assurance Team Lead - Technical Solutions

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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 collaborative 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

Responsibilities

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 comprehension using channels such as (emails, training, monthly product PKTs)
• Supervising the performance and providing daily direction to a team of QAs and not limited to managing real-time shrinkage, leaves , WFH exceptions , Workday check ins and responsible for coaching QAs on QA techniques
• Be available for employees who experience work and personal problems providing appropriate coaching, counseling, direction and resolution
  
  

Minimum Qualifications

• Total 9+ years of experience with minimum 5+ years of experience as a Quality Assurance professional
• Google Ads Certification
• High level understanding of gTech Ads and Technical Solutions principles
• Good understanding of Quality Framework and application of quality parameters
• Proficient in MS Office Suite , Google Slides and presentation skills
• Business agility to adapt to flexible schedules and meet tight deadlines
• Experience in stakeholder management (internal and external)
• People management acumen & comfortable with managing conflicts
  
  

Preferred Qualifications

• Six Sigma Certification Green belt or yellow belt
• Problem-solving skills, critical thinking, and attention to detail
• Data analysis & insights using quality Tools such as Pareto analysis, flow charts etc
  
  

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences
  
  

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com.

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