Senior Quality Review and Audit Analyst

Role Overview

• Support enterprise quality strategy through the design, automation, and optimization of quality monitoring systems using Verint, speech analytics, and AI-driven tools
• Help maintain scalable Automated Quality Management programs
• Drive insights from speech and transcription data
• Enable teams with actionable analytics and emerging tech solutions
• Build, configure, and maintain Automated Quality Management forms, questions, and scoring frameworks in Verint
• Translate business requirements into measurable quality behaviors with key stakeholders
• Test, validate, and refine automated scoring logic for accuracy
• Maintain governance and consistency across forms, KPIs, and deployments
• Support rollout, training, and adoption of AQM across business areas
• Lead all speech functionality efforts for assigned vertical (Contact Center, Specialty Services, Clinical)
• Align speech categories with operational priorities and quality goals
• Monitor category performance, refine triggers/phrases, and improve detection accuracy
• Use speech hit rate data to identify investigation opportunities
• Partner with WFO to improve transcription and data outcomes (phonetics boosting)
• Leverage Verint marketplace to explore and implement new ideas
• Develop and present storyboards by analyzing data and trends across verticals
• Support onboarding and training of new analysts (forms, alerts, categories, KPIs, thresholds)
• Build strong relationships with internal and external partners
• Creatively use data and technology to uncover opportunities and solutions
• Support rollout of new features (call recording, summarization, AI bots, transfer bots)
• Evaluate new tools and enhancements within Verint and beyond
• Partner with leadership on pilots and innovation initiatives
• Identify opportunities to reduce manual work through automation
• Create and maintain standard operating procedures

Requirements

• High School Diploma or GED required; Bachelor’s preferred
• 2+ years of related experience required
• 1+ years of Verint experience, specifically in tool administration, configuration, or quality form design required
• Experience supporting scalable program development or implementation preferred
• Experience with AWS and AI systems preferred
• Speech Analytics experience preferred
• Experience with Accredo, Freedom, or ESSDS pharmacy procedures preferred
• Strong math and communication skills (written and oral)
• Advanced Excel (VBA preferred)
• Proficient in Teams, OneNote, PowerPoint, SharePoint, Word, Outlook
• Strong process improvement and analytical skills
• Ability to turn data into actionable insights
• Strong stakeholder communication and collaboration skills
• Ability to manage multiple systems, workflows, and priorities

Tech Stack

• AWS
• VBA

Benefits

• Medical, vision, dental insurance
• Well-being and behavioral health programs
• 401(k)
• Company paid life insurance
• Tuition reimbursement
• Minimum of 18 days of paid time off per year
• Paid holidays