Quality Analyst (Helpdesk Customer Support) – Role Summary

The Quality Analyst is responsible for ensuring high-quality support service delivery across customer and technical interactions within a helpdesk environment. The role involves auditing tickets, chats, emails, and escalation cases to evaluate technical accuracy, process compliance, and communication standards using structured QA frameworks.

Key responsibilities include conducting quality reviews of complex cases such as API issues, tracking discrepancies, billing disputes, and ad policy escalations. The analyst identifies trends in defects, performs root cause analysis, and collaborates with QA and Training teams to improve performance. Strong SQL skills are required to validate data integrity, analyze attribution accuracy, and audit reporting outputs.

The role also involves reviewing API integrations, debugging JSON/XML payloads, and ensuring compliance with platform standards. Additionally, the analyst evaluates conversion tracking systems, attribution models, and marketing analytics to ensure data accuracy and reporting reliability.

The position supports Ads Manager platforms such as Google Ads and Meta, ensuring correct handling of campaign, billing, and integration cases. Responsibilities also include designing QA test cases, maintaining documentation, delivering coaching feedback, and generating performance reports.

Candidates should have 2–4 years of experience in ad tech or technical QA, strong SQL and API knowledge, and excellent analytical, communication, and problem-solving skills.