Quality Control Manager

Google India Pvt Ltd; Hyderabad, Gurugram District; On-site; INR 2,500,000 - 3,800,000; Full time

Job summary

Google India Pvt Ltd seeks a Quality Control Manager for gTech to lead QA initiatives across our ads and related services. The role emphasizes building relationships with stakeholders, guiding cross-functional teams, and driving improvements in processes and CX.

A strong background in operations support and data-driven decision-making is essential. The candidate will work in a global, matrixed environment, shaping quality frameworks, and leveraging automation and analytics to improve product and

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5 years of stakeholder relationship experience.
• 5 years in a customer-facing role supporting operations.
• 5 years identifying issues in processes and driving cross-functional improvements.

Responsibilities

• 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.

Skills

Stakeholder management

Cross-functional collaboration

Customer-facing experience

Process improvement

Education

Bachelor's degree or equivalent practical experience

MBA or Master's degree

Six Sigma / COPC / Lean certification

Tools

SQL

AI/ML tools exposure

Job description

Quality Control Manager, gTech

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.

About the job

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 helping power the open internet with the best technology that connects and creates value for people, publishers, advertisers, and Google. We’re made up of multiple teams, building Google’s Advertising products including search, display, shopping, travel and video advertising, as well as analytics. Our teams create trusted experiences between people and businesses with useful ads. We help grow businesses of all sizes from small businesses, to large brands, to YouTube creators, with effective advertiser tools that deliver measurable results. We also enable Google to engage with customers at scale.

Responsibilities

• 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.

Experience Level

Mid Level