1840&Company
Quality Assurance & Reporting Analyst (Verint Aqm) Quality Assurance & Reporting Analyst (Verint Aqm) LifeStation Remote, Talisay, Cebu, Philippines Apply Now Non-Negotiable 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. 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 Overview Employment Type: Full-Time Employee Department: Customer Service/Support Job Level: Intermediate Education & Experience Years Of Experience: 3 Years Business Model: Minimum Education Level: Bachelors Qualification: Bachelors Skills Tools/Platforms: Additional Skills: None Common Methodologies/Frameworks: Additional Skills: None General Skills: Additional Skills: None Soft Skills: Problem Solving Attention To Detail Adaptability Agile Mindset Analytical Thinking Additional Skills: None Requirements Technological Requirements: Language: English Location: Philippines 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 Working Hours Monday: 8 A.M. - 5 P.M. Tuesday: 8 A.M. - 5 P.M. Wednesday: 8 A.M. - 5 P.M. Thursday: 8 A.M. - 5 P.M. Friday: 8 A.M. - 5 P.M. Saturday: 8 A.M. - 5 P.M.
1840&Company
