Technical Support Quality Auditor

About the role

Accenture is looking for a Technical Support Quality Auditor to help ensure high-quality standards across its technical support operations. The role involves conducting quality audits, coaching and training agents, supporting complex escalations and identifying opportunities for continuous improvement. It sits within a business advisory early career position in Heredia, focused on digital advertising, technical troubleshooting and client experience.

Key responsibilities

• Coach all agents on quality and policy topics and act as escalation path for junior agents.
• Conduct quality audits of the team to ensure quality targets are met.
• Calibrate regularly with the client on recent quality trends.
• Provide refresher training to agents and onboarding training to new joiners.
• Identify gaps in execution processes and propose improvement solutions.
• Review tickets according to sample expectations and apply industry-standard best practices to quality frameworks.
• Learn new material and processes when changes are rolled out.
• Create and present root cause analyses for performance misses.

Required profile

• Bachelor's or technical degree in progress or completed in Marketing, Advertising, STEM or a related field, or equivalent relevant experience.
• 2+ years in a digital marketing/sales organization, 2+ years with online advertising products and social media, and 2+ years of customer service experience.
• English at minimum CEFR C1 level, with excellent written and spoken English.
• At least one year of experience reading and modifying JavaScript, HTML and CSS in an advertising context, and one year with Mobile Measurement Partners (MMPs) and 3P tracking methodologies.
• Experience running quality assurance for a scaled team and deep knowledge of attribution modeling for mobile app install advertising and 3P tracking.

Required skills

• Proficiency in G Suite (Gmail, Google Docs, Google Sheets).
• Proficiency in reporting tools such as Microsoft Excel and Google Sheets.
• Ability to deliver training online and in office, and to explain complex solutions clearly.
• Comfortable with direct client interaction and working with internal, external and sales stakeholders.

What we offer

• Health and life insurance.
• Accenture days and 3 additional vacation days.
• On-site doctor and birthday leave.
• Internet reimbursement.