Quality Assurance Analyst

Every call and email tells a story—make sure it’s one worth repeating.

Be part of a role that respects your time outside of work while letting you grow in a fast-moving, people-first environment. You’ll build a future in performance excellence—working closely with leadership, influencing coaching strategies, and helping teams level up. It’s the kind of experience that strengthens your career long-term, while still protecting your time beyond the office.

Job Description

As a Quality Assurance Analyst, you will audit phone and email interactions, measure performance against quality standards, and identify coaching opportunities that improve customer satisfaction. You’ll work closely with leaders to uncover trends, strengthen service consistency, and drive continuous improvement across a high-volume contact center.

Job Overview

Employment type: Indefinite term type contract
Shift: Day Shift, 10-11AM to 7-8PM Colombian time, Weekends Off
Work setup: Onsite Connecta 26, Colombia

Exciting Perks Await!

• 5 days work week
• Weekends off
• 20 vacation days in total
• Prepaid medicine
• Fully-customized Emapta laptop and peripherals
• Indefinite term type contract
• Direct exposure to our clients
• Career growth opportunities
• Diverse and supportive work environment
• Prime Office Locations - Bogotá and Medellin
• Unlimited upskilling through Emapta Academy courses

The Qualifications We Seek

• 3+ years of experience in a quality assurance management role in insurance or financial services with a thorough understanding of QA rubric management, calibration methodologies, performance benchmarking, and the correlation between quality scores and customer satisfaction (CSAT) metrics
• Proficiency in utilizing Quality Management Systems (QMS) to document audit results, track performance trends, and manage non-conformance reports
• Excellent verbal, written and interpersonal communication skills
• Responsible, and dependable with exceptional attention to detail
• Strong analytical, judgement/critical thinking, decision-making and problem-solving skills
• Strong organizational skills and the ability to manage multiple tasks with competing priorities in a fast-paced environment
• Ability to work independently with minimal supervision with drive and accountability

Bonus Points

• Previous experience with quality assurance in the insurance sector
• Familiarity with MaestroQA
• Experience in a high-volume call center environment

Your Daily Tasks

• Complete call and email quality evaluations for all agency teams by conducting quality reviews that analyze and interpret interactions against procedures
• Identify and communicate quality trend data to all levels of the agency
• Stay abreast of process, procedural, and compliance changes to ensure accurate assessment of customer interactions
• Participate in calibration sessions with managers to maintain a quality-focused culture
• Keep up to date on industry trends, and provide a better understanding of the voice of the customer to internal business partners
• Participate in new hire training programs as a technical resource, as needed
• Recommend, develop and present technical and procedural information based upon evaluation results and ongoing needs assessments
• Participate in special assignments and projects including data and trend analysis

About the Client

Smarter Insurance Shopping. A Better Customer Experience.

Our client is transforming how people compare and buy insurance by combining smart technology with real human support. With a customer-first approach and a fast-growing presence in the U.S. market, they make it easier for individuals and families to find coverage that fits—without the stress and confusion. Their culture is built on transparency, innovation, and service excellence, making them a standout name in modern insurance. Join their team and help raise the bar for what great support looks like.

Welcome to Emapta Colombia!

At Emapta, you're not just joining an industry-leading outsourcing provider; you're becoming part of a community that celebrates the rich cultural tapestry of Colombia. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 1,000 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.

Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities, all at your fingertips. Emapta isn't just a company; it's a community that values the balance between work and life. Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America.

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