Job Application for Quality Assurance Senior Manager at GOC Referral Board

IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.

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As the Quality Assurance Manager, you will be responsible for conducting Quality Assurance reviews to effectively measure service quality and customer satisfaction.

Position Responsibilities

Define a comprehensive and sustainable quality management strategy that supports the long-term Google Operations Center client strategy and business goals
Develop quality management programs and objectives; ensure they are reviewed and amended as needed
Conduct quality assurance reviews on ability to deliver, risk levels, financials, contractual adherence, timeliness etc.
Establish and maintain a quality assurance review schedule in accordance with policies
Provide direction, requirements and oversight for service delivery, functional service and operations teams with respect to the execution of quality initiatives, programs and processes
Define, establish and maintain quality governance and key metrics
Conduct research, study and analyze data to make proposals for quality improvement
Coordinate across teams to provide metrics and reporting to support the Google Operations Center
Prepare reports and/or materials for within and across the business as well as for management and key stakeholders
Follow quality assurance guidelines, procedures, and processes in a consistent way

Minimum Qualifications

Excellent verbal and written english language skills, including advanced listening proficiency
10+ years of quality assurance experience, with 5+ years of managerial experience

Preferred Qualifications

Six Sigma Black Belt certification
Extensive experience in quality processes, procedures and analysis in the BPO industry
Digital Marketing experience

Benefits

We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
We support your family with gender-neutral baby bonding leave, 14 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
We support your teams with free daily meals, fully stocked micro-kitchens, culture clubs and employee resource groups that let you share what you care about

IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.

If you have referrals for this position, please choose +Add a Referral from your Greenhouse dashboard. Alternatively, you can use this instruction guide.

Thank you for visiting our referral job board and for participating in GOC Join!

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Are you a citizen, national, or resident of any of the following countries and/or regions: Iran, Cuba, North Korea, Syria, or Crimea? As a U.S. company that exports software and technology internationally, we must comply with U.S. export control laws in every country where we operate. The information provided will be used to determine whether we need to obtain an Export Control License for your employment if you are hired.

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Are you comfortable to work in night shifts if it's required for your role?

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As part of our application verification process, please upload a recent photo of yourself (selfies are okay too!).*

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Do you have a close relationship (e.g., spouse, child, parent, sibling, close friend, former colleague) with someone who currently holds a political or public office at any level (national, state, local), or has held one in the past 3 years? If yes, please share the name and details of the political/public office and their relation to you.

At GOC, we take ethical conduct very seriously. To ensure we avoid any potential conflicts of interest, we have established policies that apply to all employees and those seeking employment. These policies help us maintain fairness, objectivity, and transparency in our decision-making processes.

We understand that personal information is sensitive. We are committed to protecting the privacy of all applicants. Any information disclosed will be treated confidentially and used solely for the purpose of identifying and addressing potential conflicts of interest.

Do you have a close relationship (e.g., spouse, child, parent, sibling, former or current business partner) with someone who currently works at GOC or Google? If yes, please share their name, corporate email address and relation to you.

Do you have the unrestricted right to work in the country to which you're applying? You must answer “No” if you are on any visa, or possess any government issued work authorization document that has an expiration date. You should answer “Yes” if you have DACA or TPS authorization in the U.S.

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Have you ever worked with Google as Temp/Vendor/Contractor, or as a full-time employee? If yes, what is your username?

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The binary gender language used here is based on government determined categorizations and differs from the identity language we prefer to use internally at GOC. This question helps us comply with our legal obligations, where applicable, and assists us with our voluntary diversity efforts. Your responses will be kept for future applications and you can change them at any time. Google Operations Center is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google Operations Center Candidate Privacy Policy. Please indicate your gender. (Male, Female, I choose not to disclose)

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Quality Assurance Senior Manager

IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.

If you have referrals for this position, please choose +Add a Referral from your Greenhouse dashboard. Alternatively, you can use this instruction guide.

Thank you for visiting our referral job board and for participating in GOC Join!

IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.

If you have referrals for this position, please choose +Add a Referral from your Greenhouse dashboard. Alternatively, you can use this instruction guide.

Thank you for visiting our referral job board and for participating in GOC Join!

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