Gratitude India

Quality Analyst | Helpdesk Customer Support

2 - 4 year(s)

Philippines - Manila (Taguig)

20 - 25 Thousand p.m

Job Description

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Role: QA Analyst

Timings: Day Shift (Permanent)

Industry: BPO

Work Mode: Work from office

Functional Area: ITES / BPO / Customer Service

Process: Voice

Key Skills:

Coaching
Technical
Technical Support
BPO Experience
Quality Coach

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.

Note: Gratitude doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@gratitudeindia.com.

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Isaac Love

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