Key Responsibilities:

• Lead a team of Analysts and ensure delivery of quality, productivity, and client commitments. 
• Review and validate RCA findings across audits, disputes, and escalations. 
• Conduct deep dives on quality performance issues and identify systemic drivers behind errors and misses. 
• Analyze dispute trends, overturn patterns, and quality variances to identify opportunities for improvement. 
• Distinguish between policy gaps, training gaps, reviewer errors, tooling issues, and workflow/process deficiencies. 
• Drive calibration sessions and ensure alignment with Google-defined ground truth. 
• Partner directly with client stakeholders to discuss audit findings, RCA outcomes, dispute analyses, and recommendations. 
• Prepare and present structured insight decks, performance reviews, and business recommendations. 
• Coach analysts on RCA methodologies, policy interpretation, critical thinking, and investigative approaches. 
• Drive continuous improvement initiatives based on observed trends and recurring root causes. 
• Work closely with Operations, Training, Policy, and Product teams to improve quality outcomes.

Skills Required

• RCA & Investigative Thinking
• Strong RCA capability
• Experience with 5 Why, Fishbone, Six Sigma concepts
• Ability to connect symptoms with underlying causes

Client Management

• Experience conducting client-facing discussions
• Ability to defend findings with data and evidence
• Executive communication and presentation skills

Quality & Policy

• Deep understanding of quality frameworks
• Policy interpretation and edge-case handling
• Calibration and quality governance experience

Analytical Capability

• Trend analysis
• Performance deep dives
• Dispute analysis and recommendation building

Ideal Experience

• 5-8 years overall experience
• 2+ years leading Quality, Analytics, Trust & Safety, Risk, or Investigations teams
• Strong experience in RCA, client reviews, calibrations, and quality governance
• Prior client-facing experience preferred

Education: Graduate