Technical Support Quality Auditor (Digital Advertising)

Location: Hybrid, Heredia, Costa Rica

Company

hirify.global is a global professional services company delivering technology, consulting, operations, and digital transformation solutions.

What you will do

• Coach support agents on quality and policy topics and act as an escalation path for junior agents.
• Audit team work against quality targets and adhere to ticket-sampling expectations.
• Calibrate with the client on quality trends and provide onboarding and refresher training.
• Identify execution gaps, propose process improvements, and apply industry best practices to quality frameworks.
• Learn and implement new processes as products and policies change.
• Create and present root cause analyses for performance misses.

Requirements

• Bachelor’s or technical degree in Marketing, Advertising, STEM, or a related field in progress or completed, and/or equivalent relevant experience.
• 2+ years of experience in a digital marketing or sales organization, working with online advertising products and social media, and in customer service.
• English proficiency at a minimum CEFR C1 level, with excellent written and spoken communication, grammar, and typing accuracy.
• At least 1 year of experience reading and modifying JavaScript, HTML, and CSS in an advertising context.
• At least 1 year of experience with Mobile Measurement Partners and third-party tracking methodologies.
• Experience running quality assurance for a scaled team and using reporting tools such as Microsoft Excel and Google Sheets.
• Deep knowledge of attribution modeling for mobile app install advertising and third-party tracking.
• Ability to explain complex solutions clearly, troubleshoot and solve problems, multitask under pressure, follow escalation paths, prioritize tasks, and work independently.
• Experience working with internal and external stakeholders and sales teams, delivering training online and in-office, and interacting directly with clients.
• Strong attention to detail, sound judgment in sensitive situations, adaptability to changing client needs and product updates, and collaborative working skills.

Culture & Benefits

• Hybrid work in Heredia, Costa Rica.
• Health and life insurance.
• Three additional hirify.global vacation days and birthday leave.
• On-site doctor and internet reimbursement.
• Collaborative environment with evolving client and product requirements.