About The Job

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.

Job Details

Employment Type: Full-Time Employee
Department: Customer Service/Support
Job Level: Intermediate
Experience: 3 Years
Education: Bachelors
Qualification: Bachelors

Required Skills

Soft Skills: Problem Solving, Attention to Detail, Adaptability, Agile Mindset, Analytical Thinking

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.

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)

Preferred Qualifications

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

Salary & Benefits

Pay: Monthly, ₱ 40000.00 – 40000.00
Benefits: Night Differential, PH Government Contributions, Overtime pay

Working Hours

Monday: 08:00 - 17:00
Tuesday: 08:00 - 17:00
Wednesday: 08:00 - 17:00
Thursday: 08:00 - 17:00
Friday: 08:00 - 17:00
Saturday: 08:00 - 17:00

Additional Requirements

Tech Requirements: Windows
Language: English

About The Company

1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.

Quality Assurance & Reporting Analyst (Verint Aqm)