---
title: 'QA Analyst at Encora'
canonical: 'https://feeny.ai/job/qa-analyst-encora-makati-zg6f1t5h5jr5'
type: 'job'
last_seen: '2026-09-08'
---

# QA Analyst at Encora

- **Company:** Encora
- **Location:** Makati, Philippines
- **Posted:** 2026-07-07
- **Last confirmed live:** 2026-09-08
- **Apply:** https://job-boards.greenhouse.io/encora10/jobs/5180094007

## Job description

QA Analyst

Important Information

Location: BGC, taguig

Experience: at 5 years relative experience

Work Mode: Hybrid set up | 2x onsite per week

The QA Analyst is responsible for leading quality assurance activities for customer experience changes across Zendesk, ADA, and Hotline channels. The role ensures that process changes, workflow updates, automations, and related customer support enhancements are tested thoroughly and deployed with minimal defects, operational risk, and customer impact. This role is expected to act independently to drive end-to-end QA activities, partner with cross-functional stakeholders, identify risks early, and recommend practical quality improvements that strengthen release readiness and production stability.

## ROLES AND RESPONSIBILITIES

- Lead end-to-end QA and testing activities for CX initiatives impacting Zendesk, ADA, Hotline Operations, AI platforms, RPA, automations, integrations, and related support technologies.
- Review business requirements, process changes, user stories, and automation designs; translate them into test plans, test cases, and validation activities to ensure solutions meet business and operational requirements.
- Execute and coordinate functional, regression, integration, and user acceptance testing, validating workflows, customer journeys, AI/bot interactions, automations, reporting, and system integrations.
- Identify, document, and manage defects, risks, automation failures, and process gaps through resolution while collaborating with Operations, Product Owners, CX Designers, Developers, and other stakeholders.
- Assess release readiness and operational impact, providing go/no-go recommendations and ensuring all testing evidence, sign-offs, and deployment records are complete and audit-ready.
- Support post-deployment validation, hypercare, and root cause analysis while continuously improving QA standards, test coverage, release governance, and the effectiveness of AI and automation solutions.

## QUALIFICATIONS

- Strong knowledge of QA methodologies, test planning, test design, defect management, release validation, and quality assurance best practices.
- Working understanding of customer support platforms, workflow configurations, system integrations, automation solutions, and their impact on customer experience and operational processes.
- Familiarity with AI-powered solutions, conversational AI, chatbots, generative AI applications, and automation technologies, with experience testing and validating AI-driven workflows being an advantage.
- Experience in testing chatbot or conversational platforms (e.g., ADA) and validating end-to-end customer journeys across multiple channels, systems, and user touchpoints.
- Knowledge of hotline or voice support operations, process controls, and service management practices is an advantage.
- Strong analytical, problem-solving, and critical-thinking skills with attention to detail and the ability to assess operational and customer impacts.
- Excellent documentation, reporting, communication, and stakeholder management skills.
- Proficiency in spreadsheet, presentation, reporting, and data analysis tools for testing, governance, and decision-making purposes.
- Work Experiences With at least 4 years of relevant experience in quality assurance, testing, or process validation
- Strong experience supporting customer service or contact center operations
- Hands-on experience testing system and process changes on similar platforms like Zendesk and ADA.
- Experience handling end-to-end QA for releases, enhancements, or transformation initiatives
- Experience in defect management, root cause analysis, and release support

## About Encora

## Core Business
- Primary industry: IT Services and IT Consulting; digital product engineering; AI and cloud services
- Target customers: B2B, enterprise, digital-native organizations, and large corporations seeking modernization and innovation acceleration
- Mission: To deliver innovation acceleration and industry contextual modernization to clients through AI-first design, orchestration, and engineering services
- Vision: To power a world where every enterprise is endlessly composable, driven by digital workers, infinite scalability, and the freedom to innovate without limits

## Products & Services
- **Encora AIVA™**: An orchestration platform for AI-native engineering, enabling composable enterprise systems that sense change and reconfigure in real time.
- **Software Engineering Services**: Full-stack development, cloud migration, data engineering, AI/ML solutions, and product engineering across industries (fintech, healthcare, retail, etc.).
- **Nearshore Delivery Model**: Global delivery centers in the Americas, Europe, India, and Southeast Asia, providing nearshore agility with global scale.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (acquired by Coforge; acquisition terms not publicly detailed)
- **Key Metric**: Annual Revenue: USD $630 million (latest); Total Funding: USD $215 million across 3 rounds
- **Notable Investors/Partners**: Warburg Pincus (lead investor in $200M PE round in 2019); Coforge Limited (parent company post-acquisition)
- **Growth Signals**:
  - Acquired by Coforge (April 2026) – financial consolidation from May 1, 2026, with a 20–25% G&A reduction target
  - Workforce of ~6,191 employees (down 0.4% YoY) operating in 42 countries
  - Active job postings: 349 (+53.1% YoY)
  - Recognized as “Best Companies to Work For” in India (2025), top 4 among multinationals in Brazil, and top 10 in Peru

## Competitive Advantages
- **Global Nearshore Scale**: 9,500+ engineers, designers, and domain experts across 42 countries, offering cost-effective, time-zone-aligned delivery.
- **AI-First Engineering**: Proprietary Encora AIVA™ platform for orchestrating AI-native solutions, differentiating from traditional IT services firms.
- **Deep Industry Expertise**: Hyperspecialized in cloud, data, and AI with a track record of serving digital-native clients and large enterprises.
- **Acquisition Backing**: Integration into Coforge provides access to larger client programs and expanded career pathways.

## Strategic Focus
- **Post-Acquisition Integration**: Seamlessly merging with Coforge while maintaining Encora’s brand and delivery capabilities. Near-term priorities include org restructuring, process alignment, and cost synergy realization.
- **AI-Native Services**: Doubling down on AI agents, trusted AI governance, and outcome-led engineering to move clients beyond experimentation.
- **Talent Development**: Expanding learning & development programs (AWS, Azure, Snowflake, GCP, Databricks certifications) and internal mobility to retain top engineers.

## Why Work Here
- **Culture & Recognition**: Certified “Great Place to Work” in multiple regions; recognized by Comparably for Career Growth, Best Engineering Team, Best Company for Diversity, and Company Happiness.
- **Remote/Hybrid Policy**: Flexible work-from-home scheme; remote workers in Mexico receive a monthly allowance of MXN 700 for internet/electricity, plus desk and chair after 3 months. No dress code, pet-friendly environment.
- **Perks & Benefits** (varies by location):
  - Top-of-the-line MacBook Pro
  - Unlimited book budget and training/certification support
  - Private health insurance (including family) with dental and life insurance
  - 12 days paid vacation from day one (Mexico), 5 days PTO, 30 days aguinaldo (mandatory annual bonus)
  - Psychotherapy support (12 sessions covered fully)
  - Savings fund, grocery vouchers, and snack stations in select offices
- **Considerations**: Compensation inconsistency across geographies and accounts; project-dependent stability; change fatigue from post-acquisition integration. Candidates should confirm review cycles, salary bands, and account assignment during interviews.

## Sources
1. [wellfound.com](https://www.encora.com/?avantica-is-now-encora) – Encora company profile (revenue, funding, employees)
2. [linkedin.com](https://www.linkedin.com/company/encorainc) – Encora LinkedIn page (followers, recent departures, locations)
3. [builtin.com](https://builtin.com/company/encora/faq/workplace-perception) – Workplace perception analysis (post-acquisition integration, compensation, culture)
4. [assets.ctfassets.net](https://assets.ctfassets.net/yon5rraf34cy/4MbvOWuHfRCr3sdTTjxiKn/0c58eaca56fffcd235e68110fcc2664e/FAQ_Encora_Inc_-_Mexico.pdf) – Encora Mexico FAQ (benefits, remote work, leave policies)
5. [careers.encora.com](https://careers.encora.com/why-encora) – Encora careers page (values, mission, recognition)

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