- Responsible for evaluation on search quality focused on search optimization.- Focus on the quality and safety of the content.- Lead training to new specialists and quality analysts.- Communicate with POC on daily basis to keep knowledge up-to-date, alignments and suggest clarification to optimize processes.- Create dashboard to monitor KPIs.- Report and provide insights regarding KPIs.

- Responsible for sampling cases from support specialists from different channels such as chat, phone and email and responsible to apply feedbacks.- Provide daily support to agents. - Responsible to follow up and reporting Quality Metrics on a weekly basis.- Provide onboarding training to New Hire agents and responsible to apply refresh trainings about Quality Guidelines to all the team. - Plan development actions related to Quality Guidelines, including Compliance and Customer Experience Guidelines. - Analyse, report and provide insights to improve the quality of support provided according to Quality Guidelines.- Calibration in-house and external, to synchronize guidelines and best practices. - Responsible to follow up escalations, take actions and applying feedbacks if necessary.

- Online support for digital marketing advertisers across multiple channels.- Support for Google Ads, Google Analytics, Google Merchant Center and Google Tag Manager, helping customers with issues including campaign creation, troubleshooting requests about their campaign or account.- Selected to work in a specialist team to support large scale customers with more aggressive KPIs to achieve.- Responsible to provide support according to quality standards, including Customer Experience and Compliance Guidelines.