Thumbtack

8 months ago

QA Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Maintain and improve quality across customer and pro support interactions by auditing calls, chats, and emails. Track and analyze trends in QA results, escalate recurring issues, and partner with team leads and cross-functional groups to strengthen feedback loops and agent performance. Update QA scorecards and calibration processes, publish reports and insights for data-backed decisions, and participate in calibration and operations/company meetings.

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Key Responsibilities

•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 and participate in calibration sessions and operations/company meetings.

Key Requirements

•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.

Experience:2+ years

Skills:Analytical thinkingCritical thinkingDocumentationCommunication

Tech Stack:Google WorkspaceSheetsDocsSlidesGenesysSalesforceObserve.AIQA toolsCRM tools

Company Brief

Thumbtack

Provides an online marketplace connecting local service professionals (home improvement, events, lessons, and more) with customers seeking quotes, reviews, and booking tools to hire vetted contractors and providers.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

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Thumbtack

8 months ago

QA Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 20 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Key Responsibilities

•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 and participate in calibration sessions and operations/company meetings.

Key Requirements

•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.

Experience:2+ years

Skills:Analytical thinkingCritical thinkingDocumentationCommunication

Tech Stack:Google WorkspaceSheetsDocsSlidesGenesysSalesforceObserve.AIQA toolsCRM tools

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn