About the role
Set Higher Quality Standards Across the U.S. Digital Insurance Industry
Make quality the benchmark behind better insurance experiences. As a Quality Assurance Analyst, you'll evaluate customer interactions, uncover performance trends, and strengthen service standards across the U.S. digital insurance industry. Expand your expertise in QA, CSAT, and AI-enabled analysis while taking your global career further without leaving the Philippines.
Your Career at a Glance
- Employment Type: Full-time
- Shift: Night Shift, Weekends Off
- Work Setup: Work From Home
Exciting Perks Await!
- Competitive Salary Package
- Night differential pay to maximize your earnings
- HMO coverage with free dependent upon regularization
- Permanent WFH arrangement
- 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 (Want to know more? Visit: https://emapta.com/training-calendar/)
- 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 at 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
Quality Assurance Experience
- At least 1 to 3 years of experience in a quality assurance management role within insurance or financial services
- Thorough understanding of QA rubric management, calibration methodologies, performance benchmarking, and the relationship between quality scores and customer satisfaction (CSAT) metrics
- Proficiency in Quality Management Systems (QMS) for documenting audit results, tracking performance trends, and managing non-conformance reports
Communication & Analytical Skills
- Excellent verbal, written, and interpersonal communication skills
- Exceptional attention to detail, with a strong sense of responsibility and dependability
- Strong analytical, critical-thinking, decision-making, and problem-solving skills
- Strong organizational skills, with the ability to manage multiple tasks and competing priorities in a fast-paced environment
- Ability to work independently with minimal supervision, demonstrating strong drive and accountability
Preferred Qualifications
- Previous quality assurance experience in the insurance sector
- Familiarity with MaestroQA or Rippit
- Experience in a high-volume call center environment
- Experience with AI/LLM-enabled quality assurance tools
Your Daily Tasks
Quality Evaluation & Performance Analysis
- Complete call and email quality evaluations for all agency teams by reviewing customer interactions against established procedures.
- Identify and communicate quality trends and performance data across all levels of the agency.
- Monitor process, procedural, and compliance changes to ensure accurate assessments of customer interactions.
- Analyze industry trends and customer insights to provide internal business partners with a better understanding of the voice of the customer.
Calibration & Training Support
- Participate in calibration sessions with managers to maintain consistent quality standards and a quality-focused culture.
- Support new hire training programs as a technical resource, as needed.
- Recommend, develop, and present technical and procedural information based on evaluation results and ongoing needs assessments.
Projects, Data & AI Quality
- Support special assignments and projects, including data and trend analysis.
- Contribute to the creation, manual audits, and fine-tuning of AI/LLM models used for quality analysis.
About the Client
Our client is a U.S. digital insurance agency and embedded insurance marketplace transforming how consumers secure home and auto coverage. They combine proprietary technology with licensed insurance advisors to compare policies across 60+ A-rated carriers and collaborate with 100+ distribution partners across mortgage, banking, credit unions, and financial services. Their platform integrates insurance into the homeownership journey, helping customers compare coverage, find suitable policies, simplify insurance decisions, and receive ongoing support throughout the policy lifecycle.
Join the Top 1% Talent. A better career. A better life.
Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.
Apply now and experience the difference!
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