Quality Analyst | Helpdesk Customer Support

Gratitude Inc

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1 month ago

Quality Analyst | Helpdesk Customer Support

2-4 Year(s)

₱ 20 - ₱ 25K p.m

Manila (Taguig)

Job Description

Key Skills

Coaching Technical Technical Support BPO Experience Quality Coach

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Job Title: Quality Analyst – Helpdesk Customer Support

Location: Onsite | McKinley

Shift: To be determined

We are seeking detail-oriented and technically proficient Quality Analysts to ensure service excellence within our Helpdesk Customer Support operations. This role is ideal for professionals with a strong background in technical support, quality assurance, and digital advertising.

Key Responsibilities:

Conduct quality audits of customer interactions across chat, email, and ticketing platforms to ensure accuracy, compliance, and communication standards.
Evaluate complex cases involving APIs, pixel tracking, SDK implementations, and attribution issues, ensuring proper troubleshooting and resolution.
Utilize SQL to validate data accuracy, analyze trends, and identify data discrepancies in conversion tracking and reporting.
Review API payloads (JSON/XML), integration workflows, and server-side tracking implementations to ensure adherence to technical standards.
Identify quality gaps, generate insights, and collaborate with Training and Operations teams to drive improvements.
Maintain QA documentation, scorecards, and reporting dashboards while supporting calibration sessions and feedback delivery.
Contribute to continuous improvement initiatives, ensuring consistent service quality and operational excellence.

Qualifications:

Bachelor’s degree in Computer Science, IT, or a related field.
2–4 years of experience in QA, technical support, or ad tech within a BPO or SaaS environment.
Strong expertise in SQL, APIs, debugging, and digital advertising concepts.
Excellent analytical, problem-solving, and communication skills.

Role

QA Analyst

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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