QA Analyst

3 days ago

Remote Philippines Thumbtack Full time ₱900,000 - ₱1,200,000 per year
About the Quality Team

The Quality Team's mission is to accelerate Thumbtack's business performance by evaluating interactions and uncovering insights that elevate experiences and mitigate risks. We monitor and analyze conversations between pros/customers and our operations teams to ensure every interaction aligns with Thumbtack's quality standards. By identifying trends, surfacing root causes, and driving data-informed improvements, we help teams enhance both efficiency and customer satisfaction. Our work ensures that every customer/pro touchpoint builds trust and contributes to Thumbtack's mission of making it easy for people to care for and improve their homes.

About the role

As part of the Quality team, the QA Analyst plays a critical role in maintaining and improving the quality of Thumbtack's support and operational performance. You'll be responsible for auditing customer interactions, identifying process gaps, providing actionable feedback, and partnering with cross-functional teams to enhance both the pro/customer experience. This is a data-informed role requiring a sharp eye for detail, an analytical mindset, and a commitment to continuous improvement. The QA Analyst ensures that every customer touchpoint aligns with Thumbtack's quality standards, values, and business goals.

What you'll do
  • Perform quality audits on customer/pro interactions (calls, chats, emails).
  • Track and analyze trends in audit results, escalating patterns that may impact quality or customer experience.
  • Partner with team leads, QA peers, and cross-functional partners to create feedback loops that improve agent performance.
  • Maintain and update QA scorecards, documentation, and calibration processes.
  • Publish reports and insights to drive data-backed decision-making across teams.
  • Participate in calibration sessions and operations/company meetings.

In order to be successful, you must bring

  • 2 years of experience in Quality Assurance in a contact center operations environment.
  • Strong analytical, critical thinking, and documentation skills.
  • Experience using QA and analytics tools to track quality metrics and generate reports.
  • Proficiency in Google Workspace (Sheets, Docs, Slides) and QA/CRM tools (e.g., Genesys, Salesforce, Observe.AI).
  • Strong written and verbal communication skills.

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