Quality Program Manager, YouTube Global Vendor Operations
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Minimum qualifications:
- Bachelor's degree in Education, Instructional Design, a related field, or equivalent practical experience.
- 4 years of experience in support operations or enabling vendor operations.
- Experience structuring agent quality programs and performing analytical work with data.
Preferred qualifications:
- Experience collecting, synthesizing, analyzing, and visualizing sources of data used to derive insights and form recommendations to improve operational efficiency.
- Experience with dashboard tools such as SQL, Dremel, or Tableau.
- Ability to create quality assurance processes that audit performance.
- Ability to foresee and fix process gaps.
- Ability to work with vendor partners and encourage collaboration.
- Excellent project management skills with the ability to plan, coordinate and execute assigned tasks.
About the job
The Global Vendor Operations organization oversees vendor operations for all of YouTube. These vendors provide support to all YouTube users, viewers, paid users and subscribers, and creators, artists and media companies globally, across all YouTube products.
As a Quality Analyst, you will be required to perform and present easy-to-understand, insightful operational data analysis along with actionable, data-driven recommendations to stakeholder across YouTube operations.
At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.
Responsibilities
- Support a global quality assurance program, driving consistency and improvement across workflows and processes.
- Improve Key Performance Indicators by evolving the Quality Assurance system to better identify and measure improvement opportunities in agent performance.
- Perform root cause analysis to understand the drivers for low performance and partner with cross-functional teams to drive improvement.
- Build relationships with senior members of cross-functional organizations.
- Leverage quality management principles like Six Sigma, Total Quality Management, and COPC.
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