QA Analyst
at Thumbtack
Philippines, Remote
Thumbtack helps millions of people confidently care for their homes.
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
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.
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com.
If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.
We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.