Quality Control Manager, gTech

About the role

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide.

What you'll do

• Architect and own future-proof quality frameworks to measure end-to-end customer journeys
• Establish robust evaluation criteria for the Customer Experience (CX) of agentic solutions, track scalable successes, root-cause complex systemic issues
• Act as a senior advisor and strategic partner in a highly matrixed, cross-functional, and global environment, driving alignment across senior leadership, engineering
• Drive proactive CX improvements by identifying systemic/outlier issues across both human and agentic workflows
• Evaluate and optimize the application of agentic solutions within operations, ensuring they deliver exceptional customer experiences

What you need

• 7–13 yrs of experience
• Quality control
• MBA

Good to have

• Six Sigma
• Machine learning
• SQL
• Lean