Job Title: Quality Assurance Analyst| Digital Advertisement
Work location/Set up: Onsite/McKinley
Shift Schedule: TBD


Helpdesk Customer Support – Quality Analyst (Scope 1 and 2)

Roles & Responsibilities
Quality Review & Interaction Auditing
•Conduct systematic QA evaluations of support interactions — including tickets, live chats, email threads, and escalation cases — assessing accuracy, technical correctness, process adherence, and communication quality against defined QA rubrics.
•Audit technical integration support cases involving API failures, tracking discrepancies, SDK issues, and payload errors to ensure agents are following correct diagnostic and resolution procedures.
•Perform targeted calibration reviews of high-complexity cases involving billing disputes, conversion attribution discrepancies, and ad policy escalations to validate consistency across the support team.
•Identify patterns and trends in QA defects — including recurring knowledge gaps, process deviations, and documentation errors — and escalate findings to the QA Lead and Training team.
•Maintain a structured audit log of all reviewed interactions, ensuring accurate scoring, fair calibration, and a defensible record of QA outcomes.

2. SQL-Based Data Quality & Analytics QA


5. Ads Manager & Platform QA
•
•Contribute to the continuous improvement of QA frameworks by proposing new test scenarios, updating existing rubrics in response to product changes, and identifying coverage gaps in current evaluation processes.

7. Calibration, Coaching & Feedback Delivery
•equiring development.
•Support dispute resolution processes when agents or team leads contest QA scores, applying calibration standards and documented rubric criteria to reach fair, evidence-based outcomes.

8. Reporting, Insights & Continuous Improvement
•
Qualifications
•Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related technical discipline.
•Equivalent hands-on technical experience in a QA, support engineering, or ad tech role will be considered alongside formal education.
Experience
•2–4 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a quality assurance role in a technical environment BPO is required)
•Experience in a SaaS product environment is strongly preferred; familiarity with platform-based support workflows and API-first products is highly valued.
•Prior exposure to quality assurance, QA auditing, technical writing, or process evaluation is a significant advantage.
•Direct experience working with ad tech platforms, digital advertising ecosystems, or marketing analytics tools is preferred.

Technical Skills
SQL & Data Analysis
•Strong to expert-level SQL skills: complex joins, window functions, CTEs, subqueries, aggregations, and query optimization.
•Demonstrated ability to use SQL for QA-driven data validation, pipeline audits, event-level verification, and defect trend reporting.
•Experience querying large-scale event datasets to identify data quality issues, attribution anomalies, and conversion tracking discrepancies.

APIs, Server-Side Tracking & SDKs
•mentations and support resolutions.
•Proficiency with debugging tools such as Postman, browser developer tools, Charles Proxy, and server-side logging utilities.

Ads Manager Platforms
•nt integrity.