Helpdesk Customer Support - Quality Manager

Qualifications

Education

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. Experience Minimum 2 years of experience in backend product support, ad tech engineering support, technical integrations, or QA in a technical setting.

Strong preference for SaaS experience, with knowledge of platform lifecycle, API-first products, and multi-tenant architectures. Proven growth into leadership, QA management, or senior technical roles. Experience in developing or enhancing QA programs in support, BPO, or digital advertising is a plus. Technical Skills SQL & Data Analysis: Expert in complex SQL queries, query optimization, and data analysis for pipeline validation, event auditing, conversion tracking, and executive reporting.

Proficient with BI tools (Looker, Tableau, Power BI, Mode) for QA dashboards and leadership reporting. APIs, Server-Side Tracking & SDKs: Skilled in RESTful APIs (HTTP methods, OAuth 2.0, API keys, JWT, rate limiting, pagination, error handling, versioning). Experienced in server-side tracking, webhook setup, event pipelines, SDK validation, and QA review of instrumentation on web and mobile platforms.

Expertise in API payload debugging (JSON/XML). Roles & Responsibilities:

1. QA Program Leadership & Strategy: Design and continuously improve the end-to-end QA program for ad tech support and integration operations, including frameworks, scoring, evaluation, and calibration.
2. Team Management & Analyst Development: Manage and mentor a team of Quality Analysts by setting clear expectations, conducting reviews, and creating growth plans aligned with technical career paths.
3. Quality Evaluation Framework Design: Develop and maintain QA rubrics and scoring matrices to assess support interactions for technical accuracy, resolution completeness, process adherence, communication, and customer experience.
4. SQL-Driven Quality Analytics & Reporting: Use advanced SQL to extract and analyze quality data from support systems, event databases, and tracking platforms, identifying defect patterns, resolution trends, and agent performance.
5. API & Integration Quality Oversight: Manage QA coverage for API and integration support cases, ensuring rubrics, test cases, and training address RESTful API, webhook, and SDK workflows.