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.
- 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?