Quality Assurance Analyst | Digital Advertisement

Location: McKinley (Onsite)
Shift: TBD

Role Overview

• Ensure quality, accuracy, and compliance across customer support interactions, technical integrations, conversion tracking, and digital advertising platforms.

• Conduct audits, analyze data, identify quality gaps, and drive continuous improvement through coaching, reporting, and process enhancement.

Key Responsibilities

• Audit support interactions including tickets, chats, emails, escalations, and technical support cases for quality, accuracy, compliance, and process adherence.

• Review API integrations, webhooks, SDK implementations, server-side tracking, and payloads to validate technical correctness and troubleshooting quality.

• Perform QA validation for conversion tracking, attribution models, campaign analytics, ROAS reporting, and marketing measurement data.

• Evaluate support cases related to Meta Ads, Google Ads, TikTok Ads, billing issues, ad policy compliance, and campaign configurations.

• Write and execute SQL queries to validate data quality, investigate discrepancies, analyze trends, and support operational reporting.

• Design and maintain QA test cases, scorecards, evaluation rubrics, checklists, and documentation.

• Conduct calibration sessions, provide coaching and actionable feedback, and support agent performance improvement initiatives.

• Generate QA reports, identify recurring quality issues, recommend process improvements, and track remediation effectiveness.

• Collaborate with Training, Operations, Engineering, and Leadership teams to improve service quality and operational efficiency.

Required Skills & Experience

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related field (or equivalent technical experience).

• 2–4 years of experience in Quality Assurance, Technical Support, Ad Tech Support, SaaS, Technical Integrations, or BPO environments.

• Strong SQL expertise including joins, CTEs, subqueries, window functions, aggregations, data validation, and reporting.

• Experience with REST APIs, webhooks, server-side tracking, SDK implementations, and API debugging.

• Ability to read and troubleshoot JSON/XML payloads and use tools such as Postman, browser developer tools, and logging utilities.

• Knowledge of digital advertising platforms including Meta Business Suite, Google Ads, TikTok for Business, and related workflows.

• Strong understanding of conversion tracking, attribution models, Conversions API (CAPI), ROAS, funnel metrics, and marketing analytics.

• Experience auditing technical support interactions, investigating data quality issues, and performing root cause analysis.

• Excellent analytical, documentation, communication, coaching, and stakeholder management skills.

Preferred Qualifications

• Experience in SaaS or platform-based support environments.

• Exposure to QA auditing, technical writing, and process improvement initiatives.

• Background in ad tech, digital advertising, marketing analytics, or conversion measurement ecosystems.

Key Success Metrics

• QA score accuracy and calibration consistency.

• Reduction in recurring quality defects.

• SLA adherence and support quality improvements.

• Accuracy of technical audits and data validation activities.

• Improvement in agent performance through coaching and feedback.

• Successful identification and resolution of systemic quality issues.