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Posted on:
10 days ago
Vacancies:
1 Vacancy
Job Summary
Quality Agent will be responsible for ensuring the high quality and consistency of support provided across Google Cloud Platform (GCP).
This role involves meticulous case review data analysis actionable feedback generation and continuous process improvement to uphold established quality standards for Googles global vendor support operations.
Key Responsibilities
1. Quality Control and Review Perform Quality Reviews/ Audits: Conduct the client defined and agreed-upon volume of quality reviews on support cases bugs and consulting interactions falling under the Cloud Support purview.
Adherence to Standards: Strictly adhere to the standards rubrics and guidelines outlined in the official Quality Audit (QA)
Framework agreed upon by Google and the Contractor. Maintain Consistency: Participate in and lead structured calibration sessions to ensure the consistent application of QA standards and rubrics across all review teams.
2. Analysis and Insights Present Analytical Findings: Deliver comprehensive analytical findings and strategic insights related to quality performance to Google stakeholders.
Develop Governance & Reporting: Design and implement new governance and reporting structures including the development of new dashboards automated reports and clear communication channels to vendor sites and stakeholders. Timely Delivery: Ensure all reports and communications are delivered at the frequency agreed upon with the Google Point of Contact (POC).
3. Feedback and Improvement Generate Actionable Feedback: Analyze vendor quality review scores to create high-quality actionable feedback and specific recommendations aimed at performance improvement. SMART Feedback Criteria: Ensure all feedback adheres to the following criteria:
Specific: Target a defined area for improvement. Measurable: Quantify or suggest a clear indicator of progress. Assignable: Specify the responsible party for execution. Realistic: State achievable results given available resources. Time-related: Specify the timeline for achieving the result(s).
4. Process and Training Development Develop QA Operations: Create and implement new rubrics processes workflows or any other quality operation related activities to enhance the efficiency and effectiveness of the QA program.
Conduct Workshops: Conduct necessary training and calibration workshops to improve the knowledge base of QA analysts. SOP Instruction: Instruct vendor sites on new Quality Assurance Standard Operating Procedures (QA SOPs) as required.
1. Front-Line Troubleshooting Issue Triage: Monitor incoming tickets via Jira/ServiceNow categorizing them by severity and identifying the core technical problem. Platform Support: Assist users with common GCP tasks like VM restarts Cloud Storage permissions and Cloud SQL connectivity checks. Workspace Management: Handle daily GWS tasks such as password resets 2-step verification (2SV) recovery and Shared Drive access issues. Runbook Execution: Follow standardized Step-by-Step guides to resolve known errors without needing to escalate.
2. Monitoring & Alerting Health Checks: Monitor Google Cloud Operations Suite (formerly Stackdriver) for red-line alerts on CPU usage disk space or service outages. Log Analysis: Use Cloud Logging and AI-summarization tools to find Error 500 or Permission Denied triggers in application logs. Incident Escalation: If an issue isnt solved within the first 30 minutes (or isnt in a runbook) gather all necessary logs and warm-handoff the ticket to L2 Support.
3. Documentation & Knowledge Knowledge Base (KB) Contributions: Document new quick fixes found during troubleshooting to help peers resolve issues faster.
User Guidance: Provide How-To links from official Google documentation to help users self-serve in the future
This role involves meticulous case review data analysis actionable feedback generation and continuous process improvement to uphold established quality standards for Googles global vendor support operations.
Key Responsibilities
1. Quality Control and Review Perform Quality Reviews/ Audits: Conduct the client defined and agreed-upon volume of quality reviews on support cases bugs and consulting interactions falling under the Cloud Support purview.
Adherence to Standards: Strictly adhere to the standards rubrics and guidelines outlined in the official Quality Audit (QA)
Framework agreed upon by Google and the Contractor. Maintain Consistency: Participate in and lead structured calibration sessions to ensure the consistent application of QA standards and rubrics across all review teams.
2. Analysis and Insights Present Analytical Findings: Deliver comprehensive analytical findings and strategic insights related to quality performance to Google stakeholders.
Develop Governance & Reporting: Design and implement new governance and reporting structures including the development of new dashboards automated reports and clear communication channels to vendor sites and stakeholders. Timely Delivery: Ensure all reports and communications are delivered at the frequency agreed upon with the Google Point of Contact (POC).
3. Feedback and Improvement Generate Actionable Feedback: Analyze vendor quality review scores to create high-quality actionable feedback and specific recommendations aimed at performance improvement. SMART Feedback Criteria: Ensure all feedback adheres to the following criteria:
Specific: Target a defined area for improvement. Measurable: Quantify or suggest a clear indicator of progress. Assignable: Specify the responsible party for execution. Realistic: State achievable results given available resources. Time-related: Specify the timeline for achieving the result(s).
4. Process and Training Development Develop QA Operations: Create and implement new rubrics processes workflows or any other quality operation related activities to enhance the efficiency and effectiveness of the QA program.
Conduct Workshops: Conduct necessary training and calibration workshops to improve the knowledge base of QA analysts. SOP Instruction: Instruct vendor sites on new Quality Assurance Standard Operating Procedures (QA SOPs) as required.
1. Front-Line Troubleshooting Issue Triage: Monitor incoming tickets via Jira/ServiceNow categorizing them by severity and identifying the core technical problem. Platform Support: Assist users with common GCP tasks like VM restarts Cloud Storage permissions and Cloud SQL connectivity checks. Workspace Management: Handle daily GWS tasks such as password resets 2-step verification (2SV) recovery and Shared Drive access issues. Runbook Execution: Follow standardized Step-by-Step guides to resolve known errors without needing to escalate.
2. Monitoring & Alerting Health Checks: Monitor Google Cloud Operations Suite (formerly Stackdriver) for red-line alerts on CPU usage disk space or service outages. Log Analysis: Use Cloud Logging and AI-summarization tools to find Error 500 or Permission Denied triggers in application logs. Incident Escalation: If an issue isnt solved within the first 30 minutes (or isnt in a runbook) gather all necessary logs and warm-handoff the ticket to L2 Support.
3. Documentation & Knowledge Knowledge Base (KB) Contributions: Document new quick fixes found during troubleshooting to help peers resolve issues faster.
User Guidance: Provide How-To links from official Google documentation to help users self-serve in the future
