Technical Quality Analyst | SQL | API | Helpdesk Support | Ad Tech | McKinley

Gratitude Philippines; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Gratitude Philippines is seeking a Technical Quality Analyst to improve service quality by auditing customer interactions and validating data, APIs, and integrations. The role focuses on SQL data quality, API validation, and support-case assessment in an Ad Tech/SaaS environment.

The candidate will conduct audits across voice, chat, email, and tickets, build QA reports, and participate in calibration sessions. Onsite at McKinley, Taguig, with a flexible shift.

Qualifications

• Bachelor's Degree in CS/Engineering or related field.
• 2–4 years in Technical QA, Helpdesk, Technical Support, Product Support, Ad Tech, SaaS, or BPO QA.
• Strong QA methodologies understanding.
• Excellent analytical, communication, and documentation skills.
• Experience with Ad Tech and/or SaaS support is a plus.

Responsibilities

• Conduct quality audits for customer interactions across voice, chat, email, and tickets.
• Evaluate API integrations, SQL data accuracy, and issue resolution quality.
• Validate REST APIs, webhooks, JSON/XML payloads, and tracking implementations.
• Build QA scorecards and maintain documentation.
• Provide coaching and drive continuous QA improvements.

Skills

Analytical thinking

Communication

Documentation

Education

Bachelor's Degree in Computer Science/Info Tech/Info Systems

Equivalent technical experience

Tools

Postman

Browser Developer Tools

Charles Proxy

Log Analysis

Job description

Job Title : Technical Quality Analyst | SQL | API | Helpdesk Support | Ad Tech | McKinley

Job Description:

We are hiring a Technical Quality Analyst with experience in Helpdesk Customer Support, Quality Assurance, SQL, API Validation, and Technical Support. This role is ideal for professionals with a background in BPO, SaaS, Ad Tech, Technical Support, or Product Support who are passionate about improving service quality through data analysis, quality audits, and technical validation.

As a Technical Quality Analyst, you will evaluate customer interactions, audit technical support cases, validate API integrations, review SQL-based data, and ensure quality standards across customer support operations.

Location: McKinley, Taguig
Work Setup: Onsite
Shift: (Flexible)

Key Responsibilities

• Conduct quality audits for customer interactions across voice, chat, email, and ticketing channels.

• Evaluate technical accuracy, communication quality, process compliance, and resolution effectiveness.

• Audit complex technical support cases involving APIs, SDKs, tracking issues, billing concerns, and integrations.

• Maintain QA scorecards, audit documentation, and quality reports.

• Participate in QA calibration sessions to ensure evaluation consistency.

SQL & Data Quality Validation

• Write and execute SQL queries to validate datasets and support quality investigations.

• Analyze data anomalies, missing records, duplicate events, and reporting discrepancies.

• Build SQL-based reports and dashboards to monitor quality performance.

• Validate SQL queries used by technical support teams.

• Perform root cause analysis using SQL and reporting tools.

API & Integration Quality Assurance

• Validate REST API integrations, webhooks, JSON/XML payloads, and server-side tracking implementations.

• Review API requests, responses, authentication methods, and error handling.

• Audit SDK implementations and integration workflows.

• Evaluate technical troubleshooting performed by support engineers.

Conversion Tracking & Marketing Analytics

• Validate conversion tracking implementations including Pixel, Server-Side Tracking, and Conversions API (CAPI).

• Review attribution models and marketing analytics accuracy.

• Audit ROAS, CPA, conversion events, attribution windows, and campaign performance data.

• Identify data quality issues impacting marketing measurement.

Ads Platform Quality Assurance

• Audit technical support cases involving:

  • Google Ads

  • Meta Business Suite

  • TikTok Ads

• Review campaign setup, ad policies, conversion tracking, and billing support.

• Evaluate troubleshooting quality related to Ads Manager platforms.

Coaching & Continuous Improvement

• Deliver quality feedback and coaching to support specialists.

• Support training initiatives through quality insights.

• Identify recurring defects and recommend process improvements.

• Maintain QA documentation and knowledge repositories.

Required Qualifications

• Bachelor's Degree in Computer Science, Software Engineering, Information Technology, Information Systems, or a related field.

• Equivalent technical experience will also be considered.

• 2–4 years of experience in:

  • Technical Quality Assurance

  • Helpdesk Support

  • Technical Support

  • Product Support

  • Ad Tech

  • SaaS

  • BPO Quality Assurance

• Strong understanding of Quality Assurance methodologies.

• Excellent analytical, communication, and documentation skills.

Technical Skills

SQL

• Advanced SQL

• Complex Joins

• Window Functions

• Common Table Expressions (CTEs)

• Query Optimization

• Data Validation

• Reporting

• Root Cause Analysis

APIs

• REST APIs

• OAuth

• API Keys

• HTTP Methods

• JSON

• XML

• Webhooks

• Postman

Debugging Tools

• Postman

• Browser Developer Tools

• Charles Proxy

• Log Analysis

Ad Tech

• Google Ads

• Meta Business Suite

• TikTok Ads

• Conversions API (CAPI)

• Pixel Tracking

• Server-Side Tracking

• SDK Validation

Marketing Analytics

• Attribution Models

• Conversion Tracking

• ROAS

• CPA

• Funnel Analytics

• Campaign Analytics

Preferred Qualifications

• Experience in SaaS Support.

• Experience supporting Ad Tech products.

• Technical QA or Software QA experience.

• Knowledge of marketing analytics platforms.

• Experience with technical documentation.

Important Note

• Former Teleperformance employees are not eligible for rehire.