Quality Analyst, YouTube Global Vendor Operations

Job Description

As a Quality Analyst at YouTube, you will play a crucial role in supporting a global quality assurance program to drive consistency and improvement across workflows and processes. Your responsibilities will include:- Supporting a global quality assurance program to ensure consistency and improvement across workflows and processes.- Improving Key Performance Indicators by enhancing the Quality Assurance system to better identify and measure improvement opportunities in agent performance.- Performing root cause analysis to understand the drivers for low performance and collaborating with cross-functional teams to drive improvement.- Building relationships with senior members of cross-functional organizations.- Leveraging quality management principles such as Six Sigma, Total Quality Management, and COPC.Minimum qualifications for this role include:- Bachelors degree in Education, Instructional Design, a related field, or equivalent practical experience.- 4 years of experience in support operations or enabling vendor operations.- Experience in structuring agent quality programs and conducting analytical work with data.Preferred qualifications:- Experience in collecting, synthesizing, analyzing, and visualizing data sources to derive insights and make recommendations for improving operational efficiency.- Familiarity with dashboard tools such as SQL, Dremel, or Tableau.- Ability to create quality assurance processes for auditing performance.- Ability to identify and address process gaps.- Experience in working with vendor partners and fostering collaboration.- Excellent project management skills with the ability to plan, coordinate, and execute assigned tasks.About the Job:The Global Vendor Operations organization at YouTube oversees vendor operations for all YouTube users worldwide. These vendors provide support to YouTube users, including viewers, paid users, subscribers, creators, artists, and media companies, across all YouTube products. At YouTube, the belief is that everyone deserves to have a voice, and the world is a better place when we listen, share, and build community through our stories. The team works together with the goal of giving everyone the power to share their stories, explore what they love, and connect with one another. The work at YouTube involves cutting-edge technology, boundless creativity, and a shared objective to showcase the world, explore new ideas, solve real problems, and have fun together. As a Quality Analyst at YouTube, you will play a crucial role in supporting a global quality assurance program to drive consistency and improvement across workflows and processes. Your responsibilities will include:- Supporting a global quality assurance program to ensure consistency and improvement across workflows and processes.- Improving Key Performance Indicators by enhancing the Quality Assurance system to better identify and measure improvement opportunities in agent performance.- Performing root cause analysis to understand the drivers for low performance and collaborating with cross-functional teams to drive improvement.- Building relationships with senior members of cross-functional organizations.- Leveraging quality management principles such as Six Sigma, Total Quality Management, and COPC.Minimum qualifications for this role include:- Bachelors degree in Education, Instructional Design, a related field, or equivalent practical experience.- 4 years of experience in support operations or enabling vendor operations.- Experience in structuring agent quality programs and conducting analytical work with data.Preferred qualifications:- Experience in collecting, synthesizing, analyzing, and visualizing data sources to derive insights and make recommendations for improving operational efficiency.- Familiarity with dashboard tools such as SQL, Dremel, or Tableau.- Ability to create quality assurance processes for auditing performance.- Ability to identify and address process gaps.- Experience in working with vendor partners and fostering collaboration.- Excellent project management skills with the ability to plan, coordinate, and execute assigned tasks.About the Job:The Global Vendor Operations organization at YouTube oversees vendor operations for all YouTube users worldwide. These vendors provide support to YouTube users, including viewers, paid users, subscribers, creators, artists, and media companies, across all YouTube products. At YouTube, the belief is that everyone deserves to have a voice, and the world is a better place when we listen, share, and build community through our stories. The team works together with the goal of giving everyone the power to share their stories, explore what they love, and connect with one another. The work at YouTube involves cutting-edge technology, boundless creativity, and a shared objective to showcase the world, explore new ideas, solve real problems, and have fun together.

Keyskills :
data analysisquality assurance processesproject managementsupport operationsvendor operationsanalytical workdashboard tools