Quality Analyst

Gratitude Inc

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2 days ago

Quality Analyst

2-4 Year(s)

Manila (Alabang Muntinlupa City)

Job Description

Key Skills

Coaching Technical BPO Experience Quality Coach

3 candidate(s) have already applied for this Job. Apply now

Location: McKinley

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.

Qualifications

•Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related technical discipline.
•Equivalent hands-on technical experience in a QA, support engineering, or ad tech role will be considered alongside formal education.

Experience
•2–4 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a quality assurance role in a technical environment(must have BPO )
•Experience in a SaaS product environment is strongly preferred; familiarity with platform-based support workflows and API-first products is highly valued.
•Prior exposure to quality assurance, QA auditing, technical writing, or process evaluation is a significant advantage.
•Direct experience working with ad tech platforms, digital advertising ecosystems, or marketing analytics tools is preferred.

Technical Skills
SQL & Data Analysis
•Strong to expert-level SQL skills: complex joins, window functions, CTEs, subqueries, aggregations, and query optimization.
•Demonstrated ability to use SQL for QA-driven data validation, pipeline audits, event-level verification, and defect trend reporting.
•Experience querying large-scale event datasets to identify data quality issues, attribution anomalies, and conversion tracking discrepancies.
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)
•Demonstrated ability to read, parse, and debug API payloads in JSON and XML — identifying schema violations, malformed fields, missing parameters, and type mismatches.
•Experience navigating API reference documentation, error code catalogs, and integration guides to evaluate the correctness of technical implementations and support resolutions.
•Proficiency with debugging tools such as Postman, browser developer tools, Charles Proxy, and server-side logging utilities.
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.
•Understanding of campaign structure, pixel and tag implementation, Conversions API (CAPI) setup, and ad policy enforcement processes.
•Ability to assess the quality of integration support resolutions across key Ads Manager workflows including account setup, conversion event configuration, and billing management.
Conversion Tracking & Attribution
•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 calculations, funnel metrics, attribution window logic, and cross-channel measurement integrity.

Pre-screening notes:
Educational attainment:
Years of experience as Quality Analyst
Technical experience:
Last drawn salary:
Expected salary:

Role

QA Analyst

Timings

Rotational Shifts (Permanent)

Industry

IT-Software / Software Services

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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