Quality Assurance Analyst | Onsite | Makati | Night Shift | Weekends Off

Protect the Experience. Raise the Standard.

In health insurance, every interaction matters—because quality support builds trust. If you’re ready to audit, coach, and improve service delivery at scale, this is your chance to grow a global career with international opportunity, drive agent development, and make your mark in a high-impact QA role—without leaving home.

Job Description

As a Quality Assurance Analyst, you will ensure top-tier customer service standards by auditing phone and email interactions, monitoring compliance, identifying performance trends, and delivering actionable feedback that strengthens agent performance and supports continuous improvement in a fast-paced contact center environment.

Job Overview

Employment type: Full-time
Shift: Night shift, Weekends Off
Work setup: Onsite, Makati

Exciting Perks Await!

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

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 Coverage. Faster Decisions. Better Customer Moments.

Our client operates in the health insurance space, using technology to help customers find coverage more confidently and access support with less friction. With a customer-first approach and a strong focus on service excellence, they continue to raise the standard for modern insurance experiences—making this an exciting environment for QA professionals who want to drive quality, consistency, and real improvement at scale.

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.

Apply now and be part of the #EmaptaEra!