Job Description
Join Us!
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 environment
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
Strong 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 responsible and productive under time pressure and able to prioritize high volumes of work
Good understanding on Quality Parameters and Frameworks
Clear understanding on Rebuttal framework and conflict handling
Ready to handle audits of multiple Google products and respective Quality Frameworks
Ready to work in different Shifts
Six sigma White Belt certification will be an added advantage
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 [email protected].