Global Quality Assurance Program Manager
Led Google's Customer Success Acceleration (CSA) Vendor Team across global sites, ensuring the highest quality of operations for Google Ads mid-market businesses. Key Accomplishments: * Quality Target Exceedance: Surpassed quality benchmarks, achieving 7% over-target performance (Q1'24), with scores reaching 94.5% against 87.5%, consistent overachievement in 2023 * CSAT Improvement: Maintained exceptional CSAT performance, closing Q1'24 at 98.2%, consistently exceeding 98% target across 2023.* Automation Pilot with Google Gemini for Scalability: Enhancing translation accuracy across three languages with QA validation.* Conducted Machine Learning Efficacy Analysis: less than 1% difference in audit quality between ML and human QA. * Error Reduction Initiative: Led a 36% error reduction (May–Jul'23) across Lisbon and Hyderabad sites (39% reduced to 2.9%) * Established Global Escalation Governance: Introduced real-time notifications to reduce issue resolution time * Led Customer Journey Mapping initiative, identifying and optimizing 36 customer-centric opportunities * Global Framework Revamp: Re-engineered Global Quality Framework, driving a 31% increase in customer-centric categorization (Jun'23). Blockchain-Relevant Expertise:* Proven track record in process automation, global quality frameworks, and error reduction, directly transferable to managing decentralized, blockchain-based projects.* Continuous Improvement: Designed and implemented scalable quality processes, leveraging automation—key in decentralized and blockchain systems.
