About the Role

The Helpdesk Customer Support - Quality Manager will lead the quality assurance program for ad tech support and technical integration operations, ensuring high standards and continuous evolution of QA practices.

Responsibilities

QA Program Leadership & Strategy
Team Management & Analyst Development
Quality Evaluation Framework Design
SQL-Driven Quality Analytics & Reporting
API & Integration Quality Oversight
Conversion Tracking & Attribution Quality Management
Ads Manager & Platform Quality Governance
Calibration, Coaching & Performance Management
Process Improvement & Quality Innovation
Stakeholder Management & Cross-Functional Collaboration

Qualifications

Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a closely related technical discipline.
Advanced degree (MBA or M.S. in a technical or analytics field) is a plus and may substitute for a portion of the experience requirement.

Required Skills

Expert-level SQL proficiency: complex multi-table joins, window functions, CTEs, subqueries, aggregations, and query performance optimization.
Extensive experience using SQL for quality data analysis, pipeline validation, event-level auditing, conversion tracking verification, and executive reporting.
Proficiency with BI and visualization tools (Looker, Tableau, Power BI, Mode) for building QA performance dashboards and leadership-level reporting.
Deep proficiency with RESTful APIs: HTTP methods, authentication (OAuth 2.0, API keys, JWT), rate limiting, pagination, error handling, and API versioning.
Proven ability to read, parse, and debug API payloads in JSON and XML.
Strong working knowledge of Ads Manager platforms (Meta Business Suite, Google Ads, TikTok for Business, or equivalent).
High expertise in conversion tracking systems — pixel-based events, server-side events, deduplication logic, match key strategies, event schema standards, and signal quality benchmarks.

Preferred Skills

Experience in a SaaS environment is strongly preferred; familiarity with platform lifecycle management, API-first products, and multi-tenant architectures is highly valued.
Demonstrated progression into team leadership, QA management, or senior technical oversight responsibilities.
Track record of building, leading, or significantly improving a quality assurance program in a support, BPO, or digital advertising environment is a significant advantage.

Helpdesk Customer Support – Quality Manager