[ref. f86377416] Quezon City - QA Analyst | Permanent WFH | Night Shift | Weekends Off

Shape Smarter Conversations in the Digital Sales Space

In the world of AI-driven sales and customer experience, every call counts—and so does every insight. As quality becomes the new currency, this is your chance to audit, analyze, and amplify performance on a global scale.

What You’ll Do

Be part of our client’s team as a QA Analyst, where you’ll evaluate calls, spot trends, and offer critical feedback to improve performance. You’ll help teams stay sharp and aligned with quality standards. Your insights will directly shape better service experiences and stronger results.

Quick Role Snapshot

Employment Type: Full-time

Shift: Tuesday to Saturday | 12:00 AM – 9:00 AM

Work Setup: Permanent Work from Home

• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• Prime office location (Easy access to MRT stations, restaurants, and banks)
• Fixed weekends off
• HMO coverage with free dependent
• Fully customized Emapta laptop with peripherals
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• 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

• Completion of high school; post-secondary education is an asset
• 1–3 years of experience as a call center agent or quality assurance representative
• Proven ability to meet or exceed key performance indicators (KPIs)
• Strong attention to detail and analytical thinking
• Effective coaching and communication skills
• Excellent listening, verbal, and written communication skills
• Willingness to work flexible shifts or additional hours as needed
• Proficient in Microsoft Office applications

Personal Attributes:

• Self-motivated and reliable
• Punctual and consistent in attendance
• Strong verbal communication skills
• Comfortable in a fast-paced, high-pressure environment

• Monitor and evaluate program calls against quality standards
• Assess agent performance using product and service knowledge
• Identify key improvement areas within the program
• Spot deviations from targets or timelines for orders and calls
• Analyze monthly results to surface top issues and recommend solutions
• Research and flag potential business practice issues
• Provide coaching and support to agents and management
• Ensure accurate data collection and documentation
• Participate in internal and client calibration sessions
• Monitor calls to detect performance trends
• Generate daily and weekly QA reports
• Deliver structured feedback and coaching to agents
• Produce quality assurance summaries to highlight recurring trends
• Identify and recommend process improvement opportunities
• Assist with additional tasks as needed (e.g., dialing, floor support)
• Attend pre-shift and post-shift team programs
• Support special projects and other assigned duties

Why Join Our Client

They’re the minds behind award-winning customer engagement strategies, live virtual tech support, and innovative CX tools that actually move the needle.

Welcome to Emapta Philippines!

Apply now and be part of the #EmaptaEra!