Quality Analyst Specialist

2 hours ago

Fort Bonifacio P, Philippines ThoughtFocus Full time ₱900,000 - ₱1,200,000 per year

● Team Leadership and Development: Directly manage a hybrid team of 4-6 AdOps QA specialists and support contributors, monitoring performance, guiding daily execution, and prioritizing 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 build team expertise and career growth.

● Quality Assurance and Troubleshooting: Master the full suite of social media advertising features (e.g., Salesforce, campaign tools, pixels) to perform in-depth QA testing; resolve complex customer inquiries via email and chat, replicating issues in test environments, analyzing data metrics, and hypothesizing root causes through systematic variable elimination to ensure accurate, efficient resolutions.

● Escalation and Vendor Management: Handle escalated issues from advertisers and internal sales teams, coordinating with external vendors for coverage during peak shifts; propose interim solutions to minimize disruptions and track resolution times to exceed SLAs, while evaluating vendor performance to maintain high-quality support.

● Process Innovation and Analysis: Monitor patterns in customer issues and QA outcomes to provide insightful analyses; introduce new metrics for tracking quality and efficiency, and collaborate cross-functionally to identify global process gaps, 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 AdOps priorities; ● communicate transparently to build trust, while cultivating a high-performing, inclusive team culture that empowers individuals through feedback, recognition, and professional development opportunities.

● Training and Knowledge Sharing: Design and facilitate ongoing training initiatives, including hands-on workshops on root cause analysis, data interpretation, and empathy-driven support; stay current with platform updates to upskill the team, ensuring all members achieve proficiency in English communication channels and 24/7 shift rotations.

Job Type: Full-time

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Work Location: In person

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