Helpdesk Customer Support Quality Manager

Qualifications:

Education

• Bachelors 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.