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.
Responsibilities
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
Qualifications
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
Core Competencies
- Detail-Oriented
- Analytical Thinking
- Accountability
- Collaboration
- Results-Driven
- Strong Customer Focus
