Helpdesk Customer Support - Quality Manager

TASQ Staffing Solutions; Taguig; On-site; PHP 558,000 - 781,200; Full time

Job summary

TASQ Staffing Solutions is looking for a QA Program Lead based in Taguig, Philippines. The successful candidate will lead the design and improvement of the QA program for ad tech support. Responsibilities include managing a team of Quality Analysts, developing quality evaluation frameworks, and leveraging SQL for quality analytics. Ideal candidates will have a Bachelor's degree in a technical field, 2+ years of relevant experience, and strong technical skills in SQL and APIs.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related discipline.
• Minimum 2 years of experience in backend product support or related fields.
• Strong preference for experience in SaaS with understanding of platform lifecycle.

Responsibilities

• Design and improve the QA program for ad tech support and integration operations.
• Manage and mentor a team of Quality Analysts setting clear expectations.
• Develop and maintain QA rubrics and scoring matrices.

Skills

SQL & Data Analysis

API Skills

Experience with BI tools

Ad Tech Experience

Education

Bachelor's degree in Computer Science or related field

Advanced degree (MBA or M.S.)

Tools

Looker

Tableau

Power BI

Job description

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.