Quality Control Manager, Customer Support, gTech Ads

Google Inc.; Hyderabad; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Google Inc. in Hyderabad, Telangana, India is seeking a Mid-level Quality Control Manager for Customer Support within gTech Ads. The role focuses on driving quality processes, mentoring teams, and shaping CX across global ad products.

You will partner with cross-functional teams, leverage data and automation ideas, and contribute to scalable solutions that improve advertiser and publisher experiences worldwide.

Qualifications

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

Responsibilities

• Set future proof quality process inline with evolution of QCM role in the agentic space, frameworks, measures and report outcomes.
• Think big from automation perspective and ML as relevant to quality and CX.
• Drive stakeholder management in a matrixed, cross-functional, global environment.
• Share quality assurance insights impacting CX.
• Drive standardization across delivery regions for consistent KPI delivery.

Skills

Customer support

Stakeholder management

Data analysis

Automation/ML concepts

Problem solving

Education

Bachelor's degree or equivalent practical experience

MBA or Master’s degree

Tools

SQL

Data analytics tools

AI/ML tools exposure

Job description

Quality Control Manager, Customer Support, gTech Ads

Mid

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

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

• Bachelor's degree or equivalent practical experience.
  
• 5 years of experience in a customer or client-facing role supporting ads quality.
• 5 years of experience building relationships with stakeholders or clients.
  
• 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.
• Knowledge of SQL, expertise in data and insights.
• Automation first mindset/direct experience of AI Ml tools/agentic solutions exposure.

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 inline with evolution of 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 along with ability of working 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 so as to ensure consistency in experiences, key performance indicators (KPI) delivery, and leverage economies of scale.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy , Know your rights: workplace discrimination is illegal , Belonging at Google , and How we hire .

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.