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.
