IT Quality Assurance Analyst
IT Quality Assurance Analyst
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1 Vacancy
Job Description
Shape the Future of IT Quality with Us: Join a Team That Values You!
At Emapta we believe that our people are our greatest asset. As a leading outsourcing services provider we connect skilled professionals with global opportunities all while ensuring you stay rooted in your home country. With over 15 years in business 900 clients across 30 countries and 20 offices in 11 countries we offer a diverse and inclusive workplace that fosters growth and development. Our commitment to employee wellbeing is reflected in our industryleading retention rates and recognition as one of Asias best employers. Join us to be part of a team that truly values your contributions and supports your professional journey.
Job Description
As an IT Quality Assurance Analyst you will ensure the highest standards of quality for IT service management. By monitoring interactions facilitating calibration sessions and driving continuous improvement initiatives you ll play a pivotal role in enhancing service quality and creating value for our global clientele.
Job Overview
Shift: SemiFlexible
Work setup: Hybrid (Makati)
Your Daily Tasks
Quality Management:
- Monitor evaluate and rate analyst interactions against established standards.
- Facilitate calibration sessions employee communication and create qualityrelated tools.
- Support business goals processes and ensure adherence to quality standards and SOPs.
- Provide performance expectations coaching and development plans to improve service quality.
- Conduct quality reviews on ITSM tickets to ensure compliance with agreed standards.
- Create and track quality metrics to maintain consistent ITSM process handling.
Reporting:
- Generate accurate and timely reports on key metrics including quality productivity and availability.
Continuous Improvement:
- Lead and manage Continuous Improvement Program (CIP) and Service Improvement Plan (SIP) initiatives.
Requirements
The Qualifications We Seek
- At least 2 years of relevant Quality Assurance experience (preferred).
- Minimum of 2 years experience in a medium to largesized enterprise environment.
- Familiarity with ServiceNow or similar ITSM ticketing systems (preferred but not required).
- Bachelor s degree in IT Computer Science or a related field. Advanced IT certifications are advantageous.
- Advanced MS Excel knowledge and documentation skills; PowerBI knowledge is a plus.
- Strong analytical communication and problemsolving skills with attention to detail.
- Adaptable and committed to continuous learning.
Benefits
Exciting Perks Await!
- HMO coverage upon regularization
- Competitive package
- Hybrid work arrangement
- Semiflexible shift
- Prime Makati office location
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit )
- 24/7 free 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 (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
Why We Stand Out Among the Rest!
Join Emapta one of Asias best workplaces recognized by HR Asia and as one of the Philippines Best Employers for 2023. With a culture rooted in care empathy and a balanced gender ratio youll feel part of a family from day one. Showcasing Filipino talent to the world we provide tools for success and growth. With 18 offices and over 720 clients this is your chance to create meaningful impacts daily. Join us for a 100% virtual recruitment process and become part of a team of dream chasers and world changers!
#EmaptaExperience
The Qualifications We Seek At least 2 years of relevant Quality Assurance experience (preferred). Minimum of 2 years experience in a medium to large-sized enterprise environment. Familiarity with ServiceNow or similar ITSM ticketing systems (preferred but not required). Bachelor s degree in IT, Computer Science, or a related field. Advanced IT certifications are advantageous. Advanced MS Excel knowledge and documentation skills; PowerBI knowledge is a plus. Strong analytical, communication, and problem-solving skills with attention to detail. Adaptable and committed to continuous learning.
Employment Type
Full Time
