Quality Assurance Analyst

Translate Quality Insights Into Better Insurance Customer Experiences
Bring a sharper eye to the customer journey behind U.S. digital insurance. As a Quality Assurance Analyst, you'll uncover trends across customer interactions, strengthen service performance, and support smarter AI-enabled quality practices. Expand your insurtech expertise, influence experiences at scale, and advance your global career from Colombia.
Your Career at a Glance
Employment Type: Indefinite Term Type Contract
Shift: Day Shift (9:00 AM-6:00 PM EST), Weekends Off
Work Setup: Work From Home/Remote
Exciting Perks Await!
5-day work week
Weekends off
Work-from-home arrangement
20 vacation days in total
Prepaid medicine
Fully customized Emapta laptop and peripherals
Direct exposure to global clients
Career growth opportunities
Diverse, inclusive, and supportive work environment where every individual is respected, valued, and empowered to succeed
Prime office locations in Bogotá and Medellín
Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://emapta.com/training-calendar/)
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 and assessing 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 clearer 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 modernizing 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 embeds insurance into key consumer journeys, helping customers compare coverage, choose suitable policies, simplify insurance decisions, and receive ongoing support throughout their insurance experience.
Join the Top 1% Talent. A Better Career. A Better Life.
The world doesn't move forward because everyone is the same. It moves forward because people bring different perspectives, strengths, and ways of thinking. If you've been waiting for a workplace that sees your potential before anything else, this is your moment.
At Emapta Colombia, we believe great careers begin when people are recognized for what they can do-not defined by what others expect. That's why we're creating more opportunities for exceptional talent to thrive in an inclusive workplace where your skills are valued, your ambitions are supported, and your contributions make a lasting impact.
Since 2010, Emapta has helped transform global outsourcing through personalized solutions and seamless collaboration. Today, we're proud to support more than 1,200 clients worldwide with a community of over 12,000 talented professionals-all united by one belief: exceptional talent can come from anywhere.
Apply today and let your talent take the lead. The future of work needs people like you.
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Work arrangement
Yes