Verint Quality Management Specialist

Job Summary

To enhance contact center operations, the remote contract Verint Quality Management Specialist will manage the configuration, administration, and optimization of the Verint QM platform, ensuring effective interaction evaluations and performance improvement initiatives.

Key Responsibilities

• Administer and configure the Verint Quality Management platform, including evaluation forms and scoring rules
• Manage evaluation-routing rules to ensure interactions are delivered to the appropriate evaluators
• Support omnichannel evaluation setup for consistent interaction reviews across various channels

Required Qualifications

• Hands-on experience administering Verint Quality Management
• Solid understanding of contact center quality assurance concepts
• Experience with system administration and workflow configuration
• Strong analytical skills for interpreting quality and performance reporting
• Clear written and verbal communication skills to bridge technical and operational stakeholders