Verint AQM - Quality Analyst

Position Overview

We are seeking a detail-oriented and analytical Quality Assurance (QA) Specialist to support and enhance our quality monitoring program. The ideal candidate will have strong quality control experience, a customer service background, and advanced proficiency in Verint Automated Quality Management (AQM), including building AQM forms, KPIs, and reports. This role plays a critical part in driving performance improvements, ensuring compliance, and delivering actionable insights to leadership.

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Key Responsibilities

• Conduct quality evaluations to ensure adherence to company standards, policies, and customer experience expectations
• Utilize Verint AQM to design, build, and maintain quality monitoring forms
• Develop and manage AQM KPIs aligned with organizational goals
• Generate, analyze, and interpret AQM reports to identify trends, gaps, and improvement opportunities
• Provide detailed feedback and coaching insights to leadership and frontline teams
• Partner with Operations and Training teams to recommend process improvements
• Ensure consistent application of quality standards across teams
• Maintain accurate documentation and quality records
• Support calibration sessions to ensure scoring consistency and fairness

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Qualifications

• 2+ years of experience in Quality Assurance, Quality Control, or similar role

• Customer service experience required (contact center experience preferred)

• Strong proficiency in Verint AQM, including:

  • Building and modifying AQM evaluation forms
  • Creating and managing AQM KPIs
  • Building, analyzing, and presenting AQM reports

• Exceptional attention to detail and organizational skills

• Strong analytical and problem-solving abilities

• Ability to translate data into actionable insights

• Excellent written and verbal communication skills

• Proficiency in Microsoft Office (Excel required; advanced skills preferred)

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Preferred Qualifications

• Experience in a contact center or customer experience environment
• Experience leading calibration sessions
• Familiarity with performance management and coaching frameworks