Quality Assurance Specialist - Contracting - Quality Audit

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

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

Position Responsibilities

• Act as the quality POC for the pod they’re supporting. This includes (but not limited to): (1) Review and audit contracts based on the given quality guidelines (2) Verify that contracts and processes adhere to Google’s policies and GPO’s standards (3) Monitor and check quality Comp for email and/or back office support for assigned pods or region (4) Maintain focus on data integrity and producing work of the highest quality aligned with the quality framework. (5) Carefully analyze all aspects of contracts, including scope of work, pricing calculations, and other critical areas to identify any discrepancies or potential issues (6) Proactively monitor and analyze quality performance trends using the Quality Dashboard, escalating any data discrepancies, technical concerns, or other related dashboard issues 

• Ensure data integrity by meticulously documenting audit findings within Google’s designated audit platform

• Provide comprehensive feedback to the GOC Team Lead and GPO Quality Program Lead as needed, highlighting areas for improvement and suggesting necessary revisions to the contract, template, process, or established quality criteria  

• Become an "expert" on support processes and make recommendations towards next steps based on rider and partner satisfaction.

• Identify potential risks within contracts and processes, such as non-compliance, contractual ambiguities, or other quality concerns, and flag them to the relevant stakeholders

• For “in-flight” audit matters,  identify quality problems in a timely manner, proactively flagging such problems to the relevant stakeholders to mitigate or avert the issue

Minimum Qualifications

• Strong understanding of contracts with a minimum of 2 years’ experience as a contract analyst or similar contract-focused role

• Experience drafting and reviewing various contracts, including but not limited to SOWs, Amendments, and Terminations

• Understanding of sophisticated contract structures, including but not limited to the implications of amendments on the terms of the contract 

• Should be extremely thorough and detail oriented when providing feedback and opportunities as aligned with the quality framework.

• Excellent English communication skills (both written and oral) and stakeholder management at multiple levels

• Skilled in Google Workspace

• Demonstrated strong critical thinking skills and creative problem-solving approach

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate

• Must have teamwork skills and ability to work with minor supervision.

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at [email protected].