Quality Team Lead

4 weeks ago

New Delhi, India Tech Mahindra Full time

Roles and Responsibilities:- Team Leadership & Development: To lead and line-manage a team of IQAs, directing, guiding, and providing performance feedback to achieve high-quality output. - Quality Oversight: Oversee and ensure the quality assurance of curated assets—text, images, videos, audio—across diverse workflows. Maintain Google's strict content standards while improving current quality metrics. - Process Improvement: Identify gaps in the current workflows and drive initiatives to challenge the existing quality scores, thereby implementing strategies and changes in process, if necessary, that improve consistency and objectivity and eliminate biases while reviewing. - Collaboration & Stakeholder Management: Provide the primary interface among the IQM team, production teams, and supplier partners. Collaborate with peer groups in cross-functional teams to align quality expectations and process improvements. - Reporting & Insights: Lead periodic reviews of team performance and quality metrics. Prepare deep-dive reports and insights to effectively communicate trends in quality performance, process improvement opportunities, and progress to key stakeholders and leadership. - Bias Removal: Lead the separation of quality management from production in order to minimize friction, subjective biases, and ensure that reviews are objective. - Training & Development: Developing and delivering a training program to maintain IQA team members who are current with guidelines, processes, and quality standards. Foster ongoing learning and upskilling in the team. - Ensure Operational Excellence: Lead initiatives to simplify processes of quality management, increase efficiency, and sustain high standards across content review and curation workflows.Preferred Competencies:- Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis. - Reduction of rework and Cost of poor Quality (COPQ).Eligibility:- 5+ years of experience, last 2 years should be in Team Handling Role - Should have worked as QA, QTL/QAM Customer Service or Back office or Chat - Should be Graduate - Mandatory Trust and Safety content moderation experience - Excellent skills on MS Office /Quality Tools / Data Analysis / Analytical Skills / Reporting / Google Suite, Google Forms, Google Sheet, Google Doc etc

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