Job Description
Summary
Support the execution and optimization of enterprise Verint Quality Management (QM) and Automated Quality Management (AQM) capabilities within the Performance Enablement Organization (PEO). This role translates business, operational, and compliance requirements into clear, well‑documented system configurations and supports the stability and scalability of quality execution across voice and non‑voice operations.
This role focuses on quality execution enablement, including evaluation form configuration, calibration logic support, and automated quality rules. The role does not perform QA scoring, own reporting, or deliver training, but partners closely with Quality leaders, Product Experience Owners (PXOs), reporting, enablement, and technology teams to ensure quality programs are accurately represented and supported in Verint.
Your role in our mission
- Support enterprise standards for configuration, naming conventions, versioning, and change management.
- Assist with pre‑go‑live testing, post‑go‑live stabilization, and production validation.
- Maintain clear documentation to enable knowledge transfer and reduce single‑point dependency.
- Partner with Quality leaders and operational stakeholders to understand business needs.
- Work closely with PXOs, technology teams, and other Operational Analysts within PEO.
- Support reporting and enablement teams by providing configuration context and functional inputs.
- Support configuration of Automated Quality Management (AQM), including eligibility rules and automation logic.
- Gather, analyze, and document detailed business and functional requirements.
- Operate effectively in an agile, matrix‑based environment.
What we're looking for
- Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, related field, or equivalent experience
- 1–3 years of experience in operations analysis, quality support, business analysis, or QA‑related roles
- Exposure to omnichannel and back‑office quality programs, including evaluations, scorecards, or calibration processes
- Experience configuring or supporting enterprise CX/WFO/Quality platforms such as Verint, NICE, Genesys, Calabrio, or comparable solutions, with Verint strongly preferred
- Experience supporting system implementations, enhancements, or migrations
What you should expect in this role
- Fully remote position.
- Opportunity to travel through your work up to 10% of the time.
This posting is intended for pipelining. We will accept applications on an ongoing basis.