Technical Quality Analyst | SQL | API | Helpdesk Support | Ad Tech | McKinley

Gratitude Inc

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2 days ago

2-4 Year(s)

Manila (Taguig)

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Job Description

Key Skills

Quality assurance SQL Rest APIs XML and JSON Postman. Technical Analysis

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Job Title : Technical Quality Analyst | SQL | API | Helpdesk Support | Ad Tech | McKinley

Job Description:

We are hiring a Technical Quality Analyst with experience in Helpdesk Customer Support, Quality Assurance, SQL, API Validation, and Technical Support. This role is ideal for professionals with a background in BPO, SaaS, Ad Tech, Technical Support, or Product Support who are passionate about improving service quality through data analysis, quality audits, and technical validation.

As a Technical Quality Analyst, you will evaluate customer interactions, audit technical support cases, validate API integrations, review SQL-based data, and ensure quality standards across customer support operations.

Location: McKinley, Taguig
Work Setup: Onsite
Shift: (Flexible)

Key Responsibilities

Quality Assurance & Interaction Audits

Conduct quality audits for customer interactions across voice, chat, email, and ticketing channels.
Evaluate technical accuracy, communication quality, process compliance, and resolution effectiveness.
Audit complex technical support cases involving APIs, SDKs, tracking issues, billing concerns, and integrations.
Maintain QA scorecards, audit documentation, and quality reports.
Participate in QA calibration sessions to ensure evaluation consistency.

SQL & Data Quality Validation

Write and execute SQL queries to validate datasets and support quality investigations.
Analyze data anomalies, missing records, duplicate events, and reporting discrepancies.
Build SQL-based reports and dashboards to monitor quality performance.
Validate SQL queries used by technical support teams.
Perform root cause analysis using SQL and reporting tools.

API & Integration Quality Assurance

Validate REST API integrations, webhooks, JSON/XML payloads, and server-side tracking implementations.
Review API requests, responses, authentication methods, and error handling.
Audit SDK implementations and integration workflows.
Evaluate technical troubleshooting performed by support engineers.

Conversion Tracking & Marketing Analytics

Validate conversion tracking implementations including Pixel, Server-Side Tracking, and Conversions API (CAPI).
Review attribution models and marketing analytics accuracy.
Audit ROAS, CPA, conversion events, attribution windows, and campaign performance data.
Identify data quality issues impacting marketing measurement.

Ads Platform Quality Assurance

Audit technical support cases involving:
- Google Ads
- Meta Business Suite
- TikTok Ads
Review campaign setup, ad policies, conversion tracking, and billing support.
Evaluate troubleshooting quality related to Ads Manager platforms.

Coaching & Continuous Improvement

Deliver quality feedback and coaching to support specialists.
Support training initiatives through quality insights.
Identify recurring defects and recommend process improvements.
Maintain QA documentation and knowledge repositories.

Required Qualifications

Bachelor's Degree in Computer Science, Software Engineering, Information Technology, Information Systems, or a related field.
Equivalent technical experience will also be considered.
2–4 years of experience in:
- Technical Quality Assurance
- Helpdesk Support
- Technical Support
- Product Support
- Ad Tech
- SaaS
- BPO Quality Assurance
Strong understanding of Quality Assurance methodologies.
Excellent analytical, communication, and documentation skills.

Technical Skills

SQL

Advanced SQL
Complex Joins
Window Functions
Common Table Expressions (CTEs)
Query Optimization
Data Validation
Reporting
Root Cause Analysis

APIs

REST APIs
OAuth
API Keys
HTTP Methods
JSON
XML
Webhooks
Postman

Debugging Tools

Postman
Browser Developer Tools
Charles Proxy
Log Analysis

Ad Tech

Google Ads
Meta Business Suite
TikTok Ads
Conversions API (CAPI)
Pixel Tracking
Server-Side Tracking
SDK Validation

Marketing Analytics

Attribution Models
Conversion Tracking
ROAS
CPA
Funnel Analytics
Campaign Analytics

Preferred Qualifications

Experience in SaaS Support.
Experience supporting Ad Tech products.
Technical QA or Software QA experience.
Knowledge of marketing analytics platforms.
Experience with technical documentation.

Important Note

Former Teleperformance employees are not eligible for rehire.

Role

Testing & Quality Assurance

Timings

Flexible (Permanent)

Industry

IT-Software / Software Services

Work Mode

Work from office

Functional Area

IT Software/Hardware

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