Quality Assurance & Affiliate Support Representative (Pay-Per-Call Network)

Description

Summary: Seeking a detail-oriented Quality Assurance & Affiliate Support Representative to oversee call quality, ensure compliance, and maintain strong publisher relationships. Highlights: 1. Opportunity to grow into operations or affiliate management roles 2. Direct impact on revenue and partner success 3. Collaborative and performance-driven environment **Role Overview** We are seeking a detail\-oriented and proactive **Quality Assurance \& Affiliate Support Representative** to oversee call quality, ensure compliance, and maintain strong relationships with our publisher network. This role sits at the intersection of **quality control, affiliate support, and dispute resolution**, ensuring that traffic meets buyer expectations while supporting publishers to scale effectively. **Key Responsibilities1\. Call Quality Monitoring \& Compliance** * Review inbound calls to ensure they meet buyer requirements and compliance standards * Identify issues such as low intent, non\-compliant traffic, or incorrect routing * Flag and document quality concerns across campaigns * Work closely with affiliate managers to improve traffic quality **2\. Dispute Resolution (Publishers \& Buyers)** * Handle disputes related to call quality, payouts, and conversions * Listen to calls and analyze data to make fair, data\-driven decisions * Communicate outcomes clearly to both publishers and internal teams * Maintain records of disputes and resolutions **3\. Affiliate (Publisher) Support** * Act as a primary point of contact for publisher questions and concerns * Assist publishers with understanding campaign requirements and expectations * Provide feedback to improve performance and compliance * Help onboard new publishers from a quality/compliance perspective **4\. Reporting \& Performance Insights** * Prepare and share reports with publishers on call performance and quality * Track key metrics such as conversion rates, call duration, and compliance rates * Identify trends and proactively suggest optimizations * Support internal teams with insights to improve campaign performance **5\. Traffic \& Campaign Oversight** * Monitor live traffic being sent to buyers * Ensure campaigns are running within agreed parameters (geo, call type, quality benchmarks) * Quickly flag and escalate any issues impacting buyers or revenue * Help maintain strong relationships by protecting both buyer and publisher interests **Requirements** * 1–3 years experience in affiliate marketing, pay\-per\-call, lead generation, or call center QA * Strong analytical skills and attention to detail * Experience reviewing calls or working with call tracking platforms is a plus * Excellent communication and conflict resolution skills * Ability to handle disputes professionally and objectively * Organized, proactive, and comfortable working in a fast\-paced environment **Preferred Qualifications** * Experience in pay\-per\-call networks or performance marketing * Familiarity with compliance standards (TCPA, call compliance, etc.) * Experience working with CRMs or tracking/reporting tools **KPIs / Success Metrics** * Call quality score improvement * Reduction in disputes and faster resolution times * Publisher satisfaction and retention * Accuracy and timeliness of reporting * Buyer satisfaction (quality consistency) **Why Join Us** * Work in a fast\-growing performance marketing network * Direct impact on revenue and partner success * Opportunity to grow into operations or affiliate management roles * Collaborative and performance\-driven environment Contrato por Prestacion de Servicios Lunes a Viernes de 8am a 5pm o 9am a 6pm (a convenir) No trabajamos fines de semanas ni festivo Presencial en El Poblado, al lado del San Fernando Plaza Pregunta(s) de postulación: * ¿Que edad tienes? * ¿En que barrio de Medellin vives? * ¿Cual es tu nivel de Ingles? * Cuentanos ¿por que consideras que esta vacante se ajusta a tu perfil? Lugar de trabajo: Empleo presencial