Quality Assurance Professional
3 weeks ago
We are seeking a skilled Adwords Quality Expert to join our team at HCLTech.
About the RoleThe successful candidate will be responsible for managing transaction quality audits in customer support for Ads (Google or other). This involves reviewing multi-channel customer interactions, prioritizing adhoc task requests, and creating decks for quality led sessions to cascade best practices and learnings from escalations.
Responsibilities- Audit/review multi-channel customer interactions as per workflow and quality framework defined in SOP on a daily basis.
- Prioritize adhoc task requests and share efficient review.
- Create decks for quality led sessions to cascade best practices and learnings from escalations.
- Identify quality of recommendations made on Advertisers' campaigns by Analysts, log them & capture errors.
- Perform quality and process adherence reviews on expected sample.
- Track, measure and report metrics as per agreement with client.
- Need to have regular coaching and deep dive sessions to reduce errors.
- Ensure regular calibrations are in place to bridge knowledge gaps.
- Analyze data to identify trends, behaviors and areas of improvement through audits.
- Keep track on the improvement of agents especially outliers.
- Focus on quality and customer service.
- Bachelor degree required: BE, B Tech, BCA or BSc (preferably Computer Science).
- Basic knowledge of web page designing, HTML, Javascript, DOM elements.
- Excellent communication, organization, and internal client-facing skills.
- Efficient and Effective feedback delivery process based on analyst's tenure & skill.
The estimated salary for this role is $85,000 - $110,000 per annum, depending on location and experience. If you are a motivated and experienced professional looking to take your career to the next level, please apply with your profile details, including current CTC, notice period, years of experience as QA in Google Adwords, and current location.
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