Quality Analyst Help desk Customer Support

Gratitude Inc

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4 days ago

Quality Analyst Help desk Customer Support

2-4 Year(s)

Manila (Taguig)

Job Description

Key Skills

Data Analysis SQL SAAS QA SKILLS at least 2 years’ work experience as IT Helpdesk/Service Desk/Tech Support

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Job Title: Quality Analyst

Account: Helpdesk Customer Support

Work location/Set up: Onsite/McKinley

Shift Schedule: TBD

HC:1O

Roles & Responsibilities:

Quality Review & Interaction Auditing

•Conduct systematic QA evaluations of support interactions — including tickets, live chats, email threads, and escalation cases — assessing accuracy, technical correctness, process adherence, and communication quality against defined QA rubrics.

•Audit technical integration support cases involving API failures, tracking discrepancies, SDK issues, and payload errors to ensure agents are following correct diagnostic and resolution procedures.

•Perform targeted calibration reviews of high-complexity cases involving billing disputes, conversion attribution discrepancies, and ad policy escalations to validate consistency across the support team.

•Identify patterns and trends in QA defects — including recurring knowledge gaps, process deviations, and documentation errors — and escalate findings to the QA Lead and Training team.

• Maintain a structured audit log of all reviewed interactions, ensuring accurate scoring, fair calibration, and a defensible record of QA outcomes.

2. SQL-Based Data Quality & Analytics QA

•scripts that surface team-level quality metrics, defect frequency trends,

3. API & Integration Quality Validatio

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4. Conversion Tracking & Attribution QA

• delayed event firing, mismatched event names, incorrect value parameters, and missing required fields that could distort attribution or ROAS reporting.

5. Ads Manager & Platform QA

•Evaluate the quality of support interactions and technical resolutions related to Ads Manager platforms — including Meta Business Suite, Google Ads, TikTok for Business, and similar — verifying that agents apply correct platform knowledge and follow documented workflows.

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6. Test Case Design & QA Documentation

•Support dispute resolution processes when agents or team leads contest QA scores, applying calibration standards and documented rubric criteria to reach fair, evidence-based outcomes.

7 Calibration and Coaching

8. Reporting, Insights & Continuous Improvement

•advertising ecosystems, or marketing analytics tools is preferred.

Technical Skills

SQL & Data Analysi

•Demonstrated ability to use SQL for QA-driven data validation, pipeline audits, event-level verification, and defect trend reporting

APIs, Server-Side Tracking & SDKs

•Solid proficiency with RESTful APIs: HTTP methods, status codes, authentication patterns (OAuth, API keys), request/response structure, and error handling.

•Hands-on experience validating server-side tracking implementations, webhook configurations, and event forwarding pipelines.

•Working knowledge of SDK implementation workflows across web and mobile platforms and ability to verify correct event instrumentation.

API Payload Debugging (JSON / XML

Ads Manager Platforms

•Working knowledge of Ads Manager platforms (Meta Business Suite, Google Ads, TikTok for Business, or equivalent) with the ability to evaluate the technical accuracy of platform-related support cases.

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•High-level expertise in conversion tracking systems — pixel events, server-side events, deduplication logic, match key strategies, and signal quality standards.

•Deep understanding of attribution models (last-click, first-click, linear, time-decay, data-driven) and their practical application in marketing measurement and campaign optimization.

•Experience validating marketing analytics outputs: ROAS calcu

Recruitment Process :

Recruitment Interview, Assessment, Hiring Manager Interview

Pre-screening notes:

Educational attainment:

Years of experience as Quality Analyst

Technical experience:

Last drawn salary:

Expected salary:

Role

Any Other

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

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