GWS Tech Support
GWS Quality Analyst
A detail-oriented QA Analyst to ensure accuracy, consistency, and compliance across Google Workspace support operations.
In this role, you will audit support interactions handled by L1 agents and ensure all activities related to Gmail, Drive, Docs, Meet, and Calendar are resolved in line with defined SOPs, security policies, and SLAs. You will play a key role in improving support quality, user experience, and operational efficiency through structured audits, defect identification, and actionable feedback.
Key Responsibilities
1. Quality Audits & Case Validation
Perform QA audits on support tickets, service requests, and user interactions handled by GWS L1 agents.
Validate:
Accuracy of issue identification and resolution
Adherence to SOPs and troubleshooting guidelines
SLA compliance and response timelines
Quality of documentation and closure notes
Ensure support cases are handled with complete and correct resolution steps.
2. Functional Quality Validation (GWS Support)
Audit cases across core Google Workspace services:
Gmail (missing emails, mail routing basics, spam handling)
Google Drive (sync issues, sharing permissions, file access)
Google Meet (connectivity and session issues)
Calendar (shared calendars, resource bookings)
Validate correctness of:
User onboarding/offboarding activities
Password resets and account access issues
Shared drive and folder permission management
Ensure proper handling of mobile setup (Android/iOS) and Chrome browser configurations.
3. Error Identification & Reporting
Identify, document, and categorize defects based on severity and impact.
Highlight recurring errors and process deviations.
Maintain audit logs, QA trackers, and compliance reports.
Contribute to reporting on: Accuracy %, Defect leakage, SLA adherence
4. Documentation & Knowledge Adherence
Ensure support teams are effectively utilizing knowledge base articles and SOPs.
Validate completeness and clarity of case documentation and user communication.
Support the creation and refinement of user guides and internal documentation.
Skills & Qualifications
Bachelor’s degree in Engineering, Computer Science, Business, or related field.
2–4 years of experience in QA, preferably in:
Technical support / cloud support environments
Basic understanding of:
Google Workspace (GWS) services
Incident and service request workflows
Strong analytical skills and attention to detail.
Familiarity with tools such as ticketing systems, CRM, or workflow platforms.
Excellent written and verbal communication skills.
Work Schedule
24x7 rotational shifts supporting global operations.
GWS Quality Analyst
A detail-oriented QA Analyst to ensure accuracy, consistency, and compliance across Google Workspace support operations.
In this role, you will audit support interactions handled by L1 agents and ensure all activities related to Gmail, Drive, Docs, Meet, and Calendar are resolved in line with defined SOPs, security policies, and SLAs. You will play a key role in improving support quality, user experience, and operational efficiency through structured audits, defect identification, and actionable feedback.
Key Responsibilities
1. Quality Audits & Case Validation
Perform QA audits on support tickets, service requests, and user interactions handled by GWS L1 agents.
Validate:
Accuracy of issue identification and resolution
Adherence to SOPs and troubleshooting guidelines
SLA compliance and response timelines
Quality of documentation and closure notes
Ensure support cases are handled with complete and correct resolution steps.
2. Functional Quality Validation (GWS Support)
Audit cases across core Google Workspace services:
Gmail (missing emails, mail routing basics, spam handling)
Google Drive (sync issues, sharing permissions, file access)
Google Meet (connectivity and session issues)
Calendar (shared calendars, resource bookings)
Validate correctness of:
User onboarding/offboarding activities
Password resets and account access issues
Shared drive and folder permission management
Ensure proper handling of mobile setup (Android/iOS) and Chrome browser configurations.
3. Error Identification & Reporting
Identify, document, and categorize defects based on severity and impact.
Highlight recurring errors and process deviations.
Maintain audit logs, QA trackers, and compliance reports.
Contribute to reporting on: Accuracy %, Defect leakage, SLA adherence
4. Documentation & Knowledge Adherence
Ensure support teams are effectively utilizing knowledge base articles and SOPs.
Validate completeness and clarity of case documentation and user communication.
Support the creation and refinement of user guides and internal documentation.
Skills & Qualifications
Bachelor’s degree in Engineering, Computer Science, Business, or related field.
2–4 years of experience in QA, preferably in:
Technical support / cloud support environments
Basic understanding of:
Google Workspace (GWS) services
Incident and service request workflows
Strong analytical skills and attention to detail.
Familiarity with tools such as ticketing systems, CRM, or workflow platforms.
Excellent written and verbal communication skills.
Work Schedule
24x7 rotational shifts supporting global operations.