Quality Analyst | Helpdesk Customer Support

Gratitude Inc

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1 week ago

Quality Analyst | Helpdesk Customer Support

2-4 Year(s)

20 - 25 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Coaching Technical BPO Experience Quality Coach

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This Quality Analyst role for a Helpdesk Customer Support account in McKinley is a highly technical position focused on the intersection of Ad Tech, Data Analytics, and Quality Assurance. It requires a unique blend of customer service, auditing and deep-level technical validation.

1. Core Role & Strategic Impact

The Quality Analyst ensures the technical accuracy and service excellence of support interactions. Unlike traditional QA roles, this position involves auditing complex technical cases such as API failures, SQL data integrity, and conversion attribution discrepancies within the digital advertising ecosystem.

2. Key Responsibilities

Technical Auditing & Quality Review

Interaction Auditing: Evaluate tickets, chats, and emails for technical correctness and communication quality.
Technical Deep-Dives: Audit complex cases involving API payloads (JSON/XML), SDK issues, and RESTful API configurations.
Integration Validation: Verify the quality of server-side tracking, webhooks, and technical escalations.

SQL & Data Analytics QA

Data Validation: Write advanced SQL queries (joins, CTEs, window functions) to audit data pipeline outputs and cross-check attribution data.
Anomaly Detection: Use SQL to identify duplicate records, missing signals, and reporting errors.
QA Dashboards: Build SQL-driven reporting scripts to track team-level quality metrics and defect trends.

Ad Tech & Attribution Specialist

Tracking Architecture: Perform end-to-end validation of pixel-based and server-side tracking (CAPI).
Attribution Modeling: Audit multi-touch attribution calculations, ROAS reporting, and conversion path logic.
Platform Mastery: Evaluate support quality for major platforms like Meta Business Suite, Google Ads, and TikTok for Business.

Process Improvement & Feedback

Test Case Design: Develop technical rubrics and scoring matrices for API and integration scenarios.
Coaching & Calibration: Lead calibration sessions and deliver actionable feedback to technical specialists to bridge knowledge gaps.
Remediation Tracking: Monitor post-coaching trajectories to ensure measurable quality improvements.

3. Qualifications & Requirements

Education: Bachelor’s degree in Computer Science, Software Engineering, or a related technical field.
Experience: 2–4 years in technical support or QA within a BPO environment (SaaS or Ad Tech preferred).
Mandatory Exclusion: Former employees of Teleperformance are ineligible for this role.

Technical Skill Set

SQL: Expert level (complex joins, optimizations, and data-driven investigation).
API Debugging: Proficiency with Postman, browser tools, and JSON/XML parsing.
Digital Marketing: Deep understanding of ROAS, CPA, and attribution windows.

4. Employment Details

Salary: 20,000 – 23,000 PHP.
Location: Onsite at McKinley.
Process: Recruitment Interview → Technical Assessment → Hiring Manager Interview.

Willing to Start Immediately

Role

Analytics Manager

Timings

Flexible (Permanent)

Industry

KPO / Research /Analytics

Work Mode

Work from office

Functional Area

Analytics & Business Intelligence

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