Quality Assurance Specialist - Customer Support - Search & ADs UI (Shared)

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Role Overview

As a Quality Assurance Specialist for Google Ads Search, you will evaluate support interactions to ensure service excellence, campaign performance accuracy, and advertiser satisfaction. You will perform deep-dive analyses into complex search advertising queries, including bid strategy troubleshooting, campaign structure optimization, and auction insights. You will identify root causes of performance issues, develop solutions to improve processes, and provide constructive feedback to support teams to ensure high-quality, consistent performance.

Position Responsibilities

• Quality Monitoring: Review support interactions (email, chat, phone) to ensure accurate technical guidance, adherence to search best practices, and high-quality service delivery.

• Root Cause Analysis: Analyze campaign performance trends and technical errors to understand their origins, developing strategies to improve search workflows and troubleshooting accuracy.

• Feedback & Coaching: Provide constructive, timely feedback to support agents to enhance their technical knowledge, soft skills, and service quality.

• Continuous Improvement: Identify and advocate for improvements in training modules, support processes, and search product policies.

• Performance Reporting: Track and report on quality metrics and Key Performance Indicators (KPIs), using data insights to help leadership improve search support outcomes.

• Alignment: Participate in calibration sessions with stakeholders to ensure consistent evaluation standards across the search pod.

Required Skills & Qualifications

• Google Ads Search Expertise: A minimum of 3-4 years of hands-on experience navigating the Google Ads ecosystem, along with 1-2 year experience in search campaign management, keyword strategy, bidding methodologies, and auction troubleshooting.

• Communication & Stakeholder Management: Excellent verbal and written communication skills with the ability to manage relationships at multiple levels.

• Analytical Thinking: Demonstrated ability to collect, organize, analyze, and disseminate information effectively.

• Problem-Solving: Strong critical thinking skills with a creative approach to resolving operational challenges in complex ad campaigns.

• Operational Excellence: Proven experience in quality or Service Level Agreement (SLA) reporting, including the ability to derive insights from data and manage performance metrics.

• Facilitation: Experience leading training sessions or refreshers for groups.

• Certifications: Six Sigma certifications and knowledge of 7 QC (Quality Control) tools are preferred.

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, 26 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].