Manager Quality Assurance

Job Title: Manager – Quality Assurance (Google )

Location: Gurugram

Department: Quality & Compliance

Reports To: Senior Manager – Operations / Quality Head

Employment Type: Full-time

About the Role

The Manager – Quality Assurance will lead the quality framework for a Google client process, ensuring adherence to Google's policy standards, performance metrics, and operational expectations. This role requires deep analytical capability, strong stakeholder communication, and expertise in managing quality for large operations.

Key Responsibilities

Quality Governance & Compliance

• Own and execute the Quality Strategy for the Google account in alignment with client KPIs and internal SLAs.
• Ensure strict compliance with Google policies including data security, user privacy, brand safety, and process accuracy.
• Drive calibration sessions with Google's Quality teams to maintain alignment and reduce variance.
• Lead internal & client audits; ensure audit readiness and zero non-compliances.

Performance Management & RCA

• Analyze performance reports (QA scores, accuracy trends, error buckets, policy misses).
• Conduct RCA for high-impact errors, process deviations, and repeat issues; implement corrective & preventive actions.
• Manage quality dashboards, insights, and quality frameworks (COPC preferred).

Operational Quality Management

• Monitor and govern quality across teams handling customer support / policy reviews / content moderation / ads support (depending on process).
• Review agent performance, coaching plans, and behavioral improvement logs.
• Partner with Training & Operations to enhance SOPs, workflows, and accuracy.

Client & Stakeholder Communication

• Liaise directly with Google's Quality & Operations stakeholders, present insights, action plans, and quality improvement outcomes.
• Participate in WBR/MBR/QBR reviews and ensure clarity on expectations, metric movement, and escalations.

Team Leadership

• Lead a team of Quality Analysts, SMEs, and Assistant Managers.
• Ensure consistent coaching, performance reviews, upskilling, and certification compliance for QA teams.
• Build a culture of accuracy, accountability, process discipline, and continuous improvement.

Continuous Improvement

• Drive accuracy improvement projects using Lean Six Sigma methodologies.
• Recommend improvements to SOPs, workflows, and training interventions based on data and error trends.
• Identify automation/AI opportunities for quality enhancement.

Qualifications & Experience

• Graduate/Postgraduate with 7–12 years of BPO experience, including 3+ years in a QA leadership role.
• Strong experience working with global clients—preferred experience with Meta/Google ads processes or other large tech accounts.
• Hands-on experience with quality tools & frameworks (COPC, Lean, Six Sigma).
• Experience in content moderation, policy enforcement, ads review, customer support, trust & safety, or similar domains is an added advantage.
• Excellent stakeholder communication, presentation, and influencing skills.

Skills & Competencies

• Deep analytical and problem-solving capability.
• Strong knowledge of BPO quality methodologies (transactional audits, calibration, RCA, coaching).
• High attention to detail with adherence to data privacy & compliance standards.
• Strong leadership, team management, and performance coaching skills.
• Ability to operate in a fast-paced, high-accuracy environment with evolving client policies.

What We Offer

• Competitive compensation and growth path.
• Opportunity to work on high-visibility, high-impact Google processes.
• Global exposure through client interaction and cross-functional collaboration.
• A culture of innovation, learning, and continuous improvement.

Job Types: Full-time, Permanent

Pay: ₹457, ₹1,717,676.07 per year

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Flexible schedule
• Food provided
• Health insurance
• Internet reimbursement
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Work Location: In person