Quality Analyst TL Level

Process Description:
Help one of the world’s largest search engine’s advertisers derive more value and returns from their
investments on their ad platforms. Account Managers provide guidance/support to advertisers via
regularly planned multiple touchpoint communications that include inbound/outbound calls emails
and chat. The Quality Analyst is responsible for auditing/reviewing calls/emails and providing timely
feedback to the Account Strategists along with training/coaching on an ongoing basis.
Summary of essential job functions :
Manage a team of QAs
Willing to work in 24*7 shifts
Responsible for Customer Relationship Management
Monitoring the overall functioning of processes identifying improvement areas
and implementing adequate measures to minimize error opportunities.
Adhering and meeting the SLA's and the contractual obligation for the processes
operating
Perform assigned functions according to standardized policies and procedures.
Interaction with clients and internal stakeholders
Job Responsibilities :
Supervise all Transaction Monitoring Evaluators who support their assigned
portfolio. This individual is responsible for the accuracy of evaluations analysis
and overall performance of Transaction Monitoring Evaluators as well as the skill
level and development of the employees in their teams
Responsible for conducting process level analysis - root cause analysis trend
analysis training need analysis for the process etc. and designed plan of action to
minimize the errors/ defects(Problem Solving Skill)
Initiating activities/ projects on the operations floor to improve productivity with
quality.
Designing new templates dashboard and matrix to measure team performance.
Management of Process Audits and Business Performance reviews
Excellent communication & interpersonal skills with proven abilities in customer
relationship management and people have experience in
handling Client calibrations/ Reviews
Should Monitor QAs their performance and deliverables.
Identify the gaps in current processes & systems in order to improve overall quality
of Process.
Should be well versed with Excel/Google sheets
Ability to conduct end to end process mapping and managing process
improvement/ process re- engineering
Participate in design of quality parameters & standards (SOP) QA Reports for
client
Should know about 7QC tools of quality
Strong People Management skills - should be adept at handling performance
challenges
Passionate about getting the best out of people and goal oriented
Minimum requirements :
Education Qualification Graduates & above
Work Experience Overall experience of 3 years with at least 1 years
of hands-on work experience as a Quality
Analyst/Quality Coach/SME/Trainer preferable in
Digital Marketing/Google have exposure
to BPO/ Call Centre environment and understand
Quality Audit process of Voice and Non-voice
process
Certification / Trainings if any Knowledge about 7 QC tools. Added advantage if
aware of Lean or Six Sigma(Not a must have now
for Internal IJP currently but mandate and
essential requirement for external hiring)
Hiring Competencies:
Technical Competency Ideal Hiring Competencies
Excel Skills/Google Sheet Good Excel/Google sheet Knowledge (V lookup -
H lookup) with logical approach
sheet calculations with
minimal errors and aware of short keys
Analytical Skills Makes decisions based on risk analysis
Product Knowledge(Applicable for IJP
within Google Ads & Shopping)
Up to date with Product Knowledge & regular
updates(Mandate requirement for Internal IJP -
Not a requirement for External hiring)
Identification of Root Cause Eye for detail and should be able to identify the
root cause of an issue.
Feedback and Coaching Ability to break down complex issues into
manageable tasks. Understands the difference