Advertising Operations QA Analyst

Summary:
The Advertising Operations team serves as the primary support structure for advertisers and the global sales organization. As the company expands in markets around the world, we are growing our team to ensure continued delivery of world-class support operations.

Responsibilities:

Team Leadership and Development: Manage a hybrid team of 4–6 Advertising Operations QA specialists and support contributors. Monitor performance, guide daily execution, and prioritize tasks to align with SLAs and business goals. Conduct regular one-on-one coaching sessions and deliver structured training programs on advertising products, troubleshooting tools, and quality best practices to enhance team expertise and career development.
Quality Assurance and Troubleshooting: Master the full suite of social media advertising features and tools to perform in-depth QA testing. Resolve complex customer inquiries via email and chat by replicating issues in test environments, analyzing data metrics, and identifying root causes through systematic variable elimination to ensure accurate and efficient resolutions.
Escalation and Vendor Management: Handle escalated issues from advertisers and internal sales teams. Coordinate with external vendors for coverage during peak shifts, propose interim solutions to minimize disruptions, and track resolution times to exceed SLAs. Evaluate vendor performance to maintain high-quality support.
Process Innovation and Analysis: Monitor patterns in customer issues and QA outcomes to provide data-driven insights. Introduce new metrics to track quality and efficiency, and collaborate cross-functionally to identify process gaps globally, driving measurable improvements in customer experience and sales efficiency.
Strategic Project Management: Lead mid-scale global projects focused on QA enhancements, such as scaling training modules or optimizing tool integrations. Contribute to quarterly goals and KPIs by setting quality benchmarks, informing strategy, and representing the team as a subject matter expert in stakeholder meetings with Sales and Revenue leaders.
Stakeholder Collaboration and Culture Building: Manage relationships with key cross-functional partners, including senior managers, to align on client needs and Advertising Operations priorities. Communicate transparently to build trust, while cultivating a high-performing, inclusive team culture that empowers individuals through feedback, recognition, and professional growth.
Training and Knowledge Sharing: Design and facilitate ongoing training initiatives, including workshops on root cause analysis, data interpretation, and empathy-driven support. Stay current with platform updates to upskill the team and ensure all members maintain proficiency in communication standards and 24/7 shift readiness.
Qualifications:

At least 5 years of professional experience, with 2 or more in online/user/ad operations, tech troubleshooting, or social media/content moderation.
Minimum of 2 years of experience leading or coaching team members; a natural mentor who enjoys helping others succeed.
Strong leadership skills and the ability to influence at senior levels.
Experience in project management and improving operational processes with a proactive mindset.
Exceptional analytical and problem-solving abilities.
Excellent written and verbal communication skills with strong attention to detail.
Ability to build trusted partnerships with cross-functional teams, maintain stakeholder relationships, and proactively pursue collaboration opportunities.
Comfortable navigating ambiguous situations with confidence.
Passionate about customer service and continuous improvement.
Highly analytical, data-driven, and willing to take a hands-on approach when necessary