Ad Operations Analyst

Technical skills: (Primary Skills Required)
• Preferably experienced in AdManager, Ads Optimization, Creative Trafficking, Ad Tag
Manager, and integrating these programs with websites
• Knowledge of HTML, CSS, JS, and other front-end languages/frameworks
• Hands on experience in technologies such as Programmatic Guaranteed deals, Header
bidding etc.
• Strong analytical skills.
• Previous experience in tech-support or tools/applications development domains will be an
advantage
• Previous experience in ad serving platforms (DFA, Sizmek, Ad Tech, Adobe, Zedo, Omniture,
etc. will be an advantage.
Responsibilities:
• Audit / Review multi-channel customer interactions (Chat, and Case Comments) as per the
workflow and Quality framework defined in the SOP
• Document feedback within the Support Quality tool and score the feedback post calibration
• Perform root cause analysis for DSAT, escalations .etc and calibrate with delivery before
sharing them with the required parties as per the agreed SLA
• Conduct sessions to cascade best practices, learnings from escalations, DSATs to help
elevate the customer experience
• Identify a trend and gaps of the assigned agents and develop / create improvement plans.
projects to improve their performance
Minimum Skills to perform the job:
• Good to have - Previous experience in tech-support or tools/applications development
domains.
• Good to have - Experience in Digital Marketing and Campaign Management
• Proficient in English writing and speaking skills
• Should display skills such as empathy, ownership, sincerity when dealing with Customer
requirements