QUALITY ANALYST | HELPDESK

Gratitude Inc

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QUALITY ANALYST | HELPDESK

2-4 Year(s)

Manila (Taguig)

Job Description

Key Skills

Information technology

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WE ARE HIRING: Quality Analyst | Helpdesk Customer Support

Onsite | Taguig City, Metro Manila
Salary: PHP 20,000 - 23,000/month
URGENT | 10 Openings

ABOUT THE ROLE:
We are looking for technically skilled Quality Analysts to join a dynamic Helpdesk Customer Support team. This role is responsible for conducting QA evaluations, auditing support interactions and ensuring quality standards are consistently met across all support channels.

WHAT YOU WILL DO:

Conduct QA evaluations of support tickets, chats, emails and escalation cases
Write and execute SQL queries to validate data and audit reporting accuracy
Audit API integrations, webhook configurations and SDK implementations
Validate conversion tracking setups and attribution model outputs
Deliver coaching feedback and participate in calibration sessions
Produce weekly, monthly and quarterly QA performance reports

WHAT WE ARE LOOKING FOR:

Education:

Bachelor's degree in Computer Science, Software Engineering, Information Systems or related field

Experience:

2-4 years BPO experience in technical support, QA or ad tech environment
Experience in SaaS product environment preferred
Prior QA auditing or technical writing experience is an advantage

Technical Skills:

Strong SQL skills — joins, CTEs, window functions, subqueries
Proficiency with RESTful APIs, webhooks and server-side tracking
Ability to read and debug JSON/XML API payloads
Familiarity with Postman, browser developer tools or Charles Proxy
Working knowledge of Ads Manager platforms (Meta, Google Ads, TikTok)
Understanding of conversion tracking and attribution models

Role

QA Analyst

Timings

Day Shift (Permanent)

Industry

IT-Hardware & Networking

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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