Job Description
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 ...