QUALITY ANALYST | HELPDESK

Gratitude Jobs Ahead HR Inc; Taguig; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Equity Incentive Plan

Performance Bonus

Incentives

HMO

Annual Company Trip

Free Meals

Sleeping Quarters

Job summary

Gratitude Jobs Ahead HR Inc is seeking a Quality Analyst to join a dynamic Helpdesk Customer Support team in Taguig. The role focuses on QA evaluations across tickets, chats, and emails, with SQL data validation and API integration auditing.

Responsibilities include coaching, calibration sessions, and generating regular QA reports to ensure quality standards are met across all support channels. On-site in Metro Manila, bachelor degree required, 2–4 years in a related field.

Qualifications

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

Responsibilities

• 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, webhooks 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

Skills

Attention to detail

Analytical thinking

Education

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

Tools

SQL

RESTful APIs

Webhooks

JSON/XML payloads

Ads Manager platforms

Conversion tracking

Job description

On-site - Taguig 3-5 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

• Equity Incentive Plan, Performance Bonus, Incentives

Insurance Health & Wellness

• HMO

• Annual Company Trip, Free Meals, Sleeping Quarters

WE ARE HIRING: Quality Analyst | Helpdesk Customer Support

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
• Working knowledge of Ads Manager platforms (Meta, Google Ads, TikTok)
• Understanding of conversion tracking and attribution models

PLEASE DO NOT APPLY IF:

• You are a former employee of our client company
• You are not based in Metro Manila
• You are a job hopper
• You have no SQL or technical support experience