Responsibilities
- Create and refine the full-cycle quality assurance program for advertising technology support and integration workflows, covering evaluation models, scoring systems, assessment methods, and calibration processes.
- Lead and develop a team of Quality Analysts through defined performance expectations, regular feedback, and individualized development plans tied to technical advancement paths.
- Build and update quality assessment tools and scoring structures to evaluate technical support interactions based on accuracy, resolution quality, compliance with procedures, communication effectiveness, and overall customer satisfaction.
- Apply advanced SQL queries to gather and interpret quality-related data from support platforms, event logs, and tracking systems, uncovering recurring issues, resolution patterns, and agent-level performance trends.
- Oversee quality assurance for API and integration-related support cases, ensuring evaluation criteria, test scenarios, and training materials reflect RESTful API, webhook, and SDK troubleshooting processes.
