Quality Control Manager

• Set future proof quality process in line with evolution of the Quality Control Manager (QCM) role in the agentic space, frameworks, measures and report outcomes. Track and scale successes, root-cause problems in design/execution and ensure business impact.
• Be able to think big from automation perspective/machine learning as relevant to quality and Customer Experience (CX) overall.
• Drive stakeholder management and work in a matrixed, cross-functional and a truly global and multicultural environment.
• Share quality assurance insights (systemic/outlier issues impacting CX).
• Drive standardization across delivery regions on process and methods to ensure consistency in experiences, Key Performance Indicators (KPI) delivery, and leverage economies of scale.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 5 years of experience building relationships with stakeholders or clients.
  
• 5 years of experience in a customer or client-facing role supporting operations.
  
• 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.

Preferred qualifications:

• MBA or Master's degree.
  
• Certification in Operations Six Sigma, COPC or Lean (or other relevant operations coursework).
• 5 years of experience analyzing data and generating business insights in order to guide business decisions.
  
• Experience with data center logistics.
• Experience with AI Ml tools/agentic solutions exposure.
• Knowledge of SQL and expertise in data and insights.

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

Google Ads is at the forefront of AI innovation, applying cutting-edge machine learning and Generative AI models like Gemini to power a multi-billion dollar global business.

Our work directly impacts billions of users by protecting users from harm, improving ad quality, and optimizing campaigns for advertiser return-on-investment. We foster a culture of deep collaboration, partnering closely with teams like Google Research and DeepMind to solve complex challenges. Join us to work on state-of-the-art AI, take on problems at an unparalleled scale, and build the next generation of advertising technology.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Hyderabad, Telangana, India; Gurgaon, Haryana, India.

• Bachelor's degree or equivalent practical experience.
  
• 5 years of experience building relationships with stakeholders or clients.
  
• 5 years of experience in a customer or client-facing role supporting operations.
  
• 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to drive these changes.