Quality Analyst – Helpdesk Customer Support

Gratitude Inc

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3 days ago

Quality Analyst – Helpdesk Customer Support

2-4 Year(s)

Manila

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Job Description

Key Skills

Data Analysis Quality assurance SQL Technical Support API testing Quality Monitoring

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Location: McKinley, Philippines

Work Setup: Onsite

Shift: To Be Determined (Shifting)

Salary: PHP 20,000 – PHP 23,000 per month

Job Summary

We are seeking a detail-oriented Quality Analyst to monitor and evaluate customer support interactions, ensuring compliance with quality standards, technical accuracy, and operational processes. The ideal candidate should have experience in BPO quality assurance, strong analytical skills, SQL knowledge, and exposure to technical support or SaaS environments.

Key Responsibilities

Monitor and audit customer interactions across voice, chat, email, and ticketing channels.
Evaluate agent performance based on quality standards, communication, and process compliance.
Conduct quality reviews for technical support cases involving APIs, integrations, and troubleshooting.
Identify quality trends, recurring issues, and training opportunities.
Prepare QA reports, scorecards, and performance dashboards.
Perform SQL-based data validation and quality analysis.
Review API payloads (JSON/XML) and validate technical support resolutions.
Participate in calibration sessions and provide coaching feedback to agents.
Collaborate with Operations, Training, and Engineering teams to improve service quality.
Recommend process improvements to enhance customer experience and operational efficiency.

Required Qualifications

Bachelor's degree in Computer Science, Information Systems, Software Engineering, or a related field.
2–4 years of experience as a Quality Analyst in a BPO environment.
Experience in technical support, backend support, or SaaS products is preferred.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills.
Willing to work onsite in McKinley on a shifting schedule.

Technical Skills

Strong SQL (Joins, CTEs, Window Functions, Subqueries)
REST APIs
JSON & XML
API Testing (Postman)
Data Analysis
Quality Auditing
Microsoft Excel
Ads Manager Platforms (Meta, Google Ads, TikTok) – Preferred
Conversion Tracking & Attribution – Preferred

Preferred Qualifications

Experience with API integrations and technical troubleshooting.
Knowledge of digital advertising platforms and marketing analytics.
Familiarity with QA methodologies and calibration processes.
Experience with SaaS or AdTech products is an advantage.

Recruitment Process

Recruitment Interview
Assessment
Hiring Manager Interview

Important Note

Former Teleperformance employees are not eligible for rehire, either directly or through a third party.

Recommended Job Portal Details

Industry: BPO / ITES
Function: Quality Assurance / Operations
Role: Quality Analyst
Experience: 2–4 Years
Job Type: Full-Time
Shift Type: Rotational / Shifting
Process Type: Helpdesk / Technical Support (or Voice & Non-Voice if Helpdesk is not available)
Work Mode: Onsite
Location: McKinley, Taguig, Metro Manila, Philippines

Role

Quality Assurance Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

IT Software/Hardware

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