Service Desk Quality Assurance Analyst | Work From Home | Night Shift

Champion Exceptional Service Quality in a Global Technology Firm Turning feedback into measurable improvement creates value far beyond a single support interaction. The Service Desk Quality Assurance Analyst connects customer insights with coaching, training, and stronger service standards. Help elevate performance across global technology teams while securing a long-term career with Emapta, where top 1% talent receives world-class support, meaningful opportunities, genuine work-life balance, and room to thrive professionally. Snapshot Employment Type: Full-time Work Setup: Permanent Work From Home Shift: Night Shift, Shifting Days Off Benefits Day 1 HMO coverage with free dependent Competitive Salary Package Night differential pay to maximize your earnings Permanent WFH arrangement 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 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 Qualifications At least 3 years of experience in quality assurance, customer service, or a related field Strong technical background in troubleshooting, case analysis, or service desk operations Working knowledge of Windows operating systems, Active Directory, and basic networking concepts Experience using call-monitoring tools and case management systems Proficiency in Microsoft Office applications , including Excel, Word, and Outlook Strong analytical skills and exceptional attention to detail Excellent verbal and written communication skills Ability to deliver constructive feedback clearly and supportively Capacity to work independently and manage time effectively Strong commitment to maintaining confidentiality and data integrity Nice to Have Valid CompTIA Network+ or A+ certification Responsibilities Listen to and evaluate at least three recorded or live calls per analyst each month. Review and grade at least three support cases per analyst each month. Create, maintain, and refine the QA scorecard to ensure consistent evaluation standards. Meet regularly with service desk leadership to share QA feedback and discuss performance trends. Identify service delivery patterns and recommend improvements to enhance the customer experience. Develop and facilitate training sessions to address deficiencies identified through QA evaluations. Track QA metrics and report key findings to leadership. Assist in creating training materials based on recurring service gaps and improvement opportunities. Maintain accurate documentation of QA evaluations and feedback sessions. Stay informed about quality assurance and customer service best practices. Perform other duties as assigned. About the Client Our client is a powerhouse in digital transformation, trusted by leading organizations to turn complex technology challenges into measurable business results. With deep expertise across cloud, cybersecurity, data analytics, applications, infrastructure, and managed services, it creates secure, integrated solutions built for lasting impact. Elite technology partnerships, decades of proven experience, and a relentless commitment to excellence position the company at the forefront of innovation. Here, bold thinking becomes essential technology-and ambitious professionals help shape what comes next for global businesses. 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!