Quality Assurance Manager - #963025

Google Operations Center


Date: 1 week ago
City: Hyderabad, Telangana
Contract type: Full time
As the Quality Assurance Manager, you will be responsible for conducting Quality Assurance reviews to effectively measure service quality and customer satisfaction.

Position Responsibilities

  • Define a comprehensive and sustainable quality management strategy that supports the long-term Google Operations Center client strategy and business goals
  • Develop quality management programs and objectives; ensure they are reviewed and amended as needed
  • Conduct quality assurance reviews on ability to deliver, risk levels, financials, contractual adherence, timeliness etc.
  • Establish and maintain a quality assurance review schedule in accordance with policies
  • Provide direction, requirements and oversight for service delivery, functional service and operations teams with respect to the execution of quality initiatives, programs and processes
  • Define, establish and maintain quality governance and key metrics
  • Conduct research, study and analyze data to make proposals for quality improvement
  • Coordinate across teams to provide metrics and reporting to support the Google Operations Center
  • Prepare reports and/or materials for within and across the business as well as for management and key stakeholders
  • Follow quality assurance guidelines, procedures, and processes in a consistent way

Minimum Qualifications

  • Excellent verbal and written english language skills, including advanced listening proficiency
  • 1+ years of quality assurance experience, with 5+ years of managerial experience

Preferred Qualifications

  • Six Sigma Black Belt certification
  • Extensive experience in quality processes, procedures and analysis in the BPO industry
  • Digital Marketing experience

Benefits

  • We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
  • We support your family with gender-neutral baby bonding leave, 14 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
  • We support your teams with free daily meals, fully stocked micro-kitchens, culture clubs and employee resource groups that let you share what you care about
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