Quality Evaluator – Digital Advertising

About the role

As a Quality Evaluator you will monitor and assess the performance of Tech Support Agents who assist advertisers on a social media platform. You will ensure that interactions across chat, email and ticketing meet quality, compliance and service standards while driving continuous improvement.

Key responsibilities

• Evaluate customer interactions (chat, email, tickets, and potential voice) against defined quality standards and SLAs.
• Conduct regular audits focusing on technical accuracy, troubleshooting effectiveness, communication quality and customer experience.
• Assess handling of intermediate to complex issues related to campaign setup, ad performance, targeting, billing and tracking.
• Provide structured, actionable feedback and development plans to agents.
• Partner with Team Leads and Trainers to identify performance trends and recommend coaching.
• Ensure accurate case documentation and monitor adherence to processes and response‑time SLAs.
• Identify recurring issues, process gaps and knowledge deficiencies and share insights with Product Operations, Training and Leadership.
• Contribute to calibration sessions and support the refinement of quality frameworks and scorecards.
• Analyze QA data to generate insights and recommendations for service improvement.

Required profile

• Fluency in Portuguese and English (B2 level, written and verbal).
• Degree in Marketing, Business, Information Technology or a related field.
• 2–4 years of experience in Quality Assurance, Customer Support or Technical Support within digital advertising or a BPO environment.
• Strong understanding of digital advertising concepts such as CPC, CPM, targeting and conversion tracking.

Required skills

• Zendesk
• Salesforce
• Freshdesk
• Digital advertising terminology (CPC, CPM, targeting, conversion tracking)