Quality Analyst – Helpdesk Customer Support

Gratitude Inc

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1 week ago

Quality Analyst – Helpdesk Customer Support

2-4 Year(s)

₱ 20 - ₱ 23K p.m

Manila (Taguig)

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Job Description

Key Skills

Analytical Documentation SQL Rest APIs Excellent communication skills - written and verbal JSON/XML

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Job Title: Quality Analyst – Helpdesk Customer Support

Location: McKinley (Onsite)
Salary: ₱20,000 – ₱23,000
Shift: TBD

Job Description

We are hiring a Quality Analyst for our Helpdesk Customer Support team. The ideal candidate should have experience in BPO quality assurance, technical support auditing, and data analysis. You will be responsible for monitoring customer interactions, evaluating quality standards, identifying process improvements, and providing actionable feedback to improve team performance.

Key Responsibilities

Conduct quality audits of customer support interactions (calls, chats, emails, and tickets).
Evaluate technical support cases involving SQL, APIs, conversion tracking, and integrations.
Analyze quality trends and identify opportunities for process improvement.
Prepare QA reports and maintain audit documentation.
Participate in calibration sessions and provide coaching feedback.
Ensure compliance with quality standards, SLAs, and company policies.

Qualifications

Bachelor's degree in Computer Science, Information Systems, Software Engineering, or a related field.
2–4 years of Quality Analyst experience in a BPO environment (Mandatory).
Strong knowledge of SQL, REST APIs, JSON/XML, and technical troubleshooting.
Experience with Ads Manager platforms (Meta, Google Ads, TikTok) is an advantage.
Excellent analytical, communication, and documentation skills.
Willing to work onsite in McKinley.

Recruitment Process

Recruitment Interview
Assessment
Hiring Manager Interview

Questionnaire Link

Apply here: https://myglit.com/lateral/cref/b6b1bd5c31

Important Note: Filling out the above questionnaire is mandatory. Applications will only be processed after the form has been completed.

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

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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