Customer Experience Quality Assurance Analyst at Thumbtack
Manila, PH

About Thumbtack

Thumbtack connects millions of people in the US with local professionals for their projects. With almost 1,000 different services to choose from, you’ll find pretty much anyone you’re looking to hire. A contractor to remodel your kitchen. A tutor to teach you French. A dog trainer to save your furniture from puppy accidents. An officiant, florist, caterer (and every other vendor you might need) for your perfect wedding.

Thumbtack has officially opened its first global office in the Philippines and we’re ready to start hiring. If joining one of Silicon Valley’s top tech startup company and being part of a pioneering team in the Philippines sounds like a good career move for you, then come check out this job role we’re hiring for.

About you

As a Quality Analyst, your role is to advocate customer experience by monitoring, measuring, and reporting on the effectiveness of our customer interactions through assisted and digital channels. You are customer obsessed and a thought partner in ensuring that our guidelines and processes are geared towards ensuring we provide the best support to our customers. On your first year you will learn to be an expert about our product and quality guidelines, monitor and report on quality trends and be a partner to operations by providing insights to quality.

What you’ll do

  • Audit the required number of cases and interactions as assigned. Audit may vary from interaction monitoring to auditing for machine learning for our AI program.
  • Maintain a record of audits and evaluations done.
  • Publish reports on collated audits and evaluations containing key insights that will help operations stakeholders improve overall program performance and service delivery.
  • Attend or facilitate calibration sessions and quality meetings.
  • Lead or take part in quality and process improvement related ad-hoc projects and analysis.

What will make you a perfect fit for this role

  • At least 2 years of related experience in quality assurance
  • Excellent aptitude for research, navigation and investigation.
  • Able to publish reports using quality and analytics tools.
  • Proficient in the use of Google Forms, Sheets, Docs and Slides.

What would be nice for you to have

  • Experience using quality monitoring systems
  • Background and/or training in quality and process improvement methodologies such as Lean or Six Sigma.