1840&Company
Verint Aqm Administrator LifeStation Remote, Cebu City, Cebu, Philippines Apply Now Non-Negotiable Location 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 join our Customer Service department and play a pivotal role in supporting and enhancing our quality monitoring program. Reporting directly to the Process Optimization Manager, this position is essential to maintaining the highest standards of service excellence and driving continuous performance improvements across our organization. The ideal candidate will bring strong quality control experience combined with a customer service background and advanced proficiency in Verint Automated Quality Management (AQM). You will be responsible for building AQM forms, developing KPIs, and generating comprehensive reports that provide actionable insights to leadership. This role requires someone who can translate complex data into meaningful recommendations that drive operational excellence. As a QA Specialist, you will be at the forefront of ensuring compliance with company standards and policies while fostering a culture of quality and accountability. You will partner closely with Operations and Training teams to identify improvement opportunities, conduct calibration sessions, and provide coaching insights that elevate team performance. This is an excellent opportunity for a results-driven professional who is passionate about quality assurance, data-driven decision making, and delivering exceptional customer experiences in a collaborative and growth-focused environment. Job Overview Employment Type: Full-Time Employee Department: Customer Service/Support Job Level: Intermediate Education & Experience Years Of Experience: 2 Years Business Model: Minimum Education Level: Qualification: None Skills Tools/Platforms: Crm / Customer Management Tools Crm / Customer Support Platforms Additional Skills: None Common Methodologies/Frameworks: Call Center Reporting And Analytics Continuous Improvement Call Center Quality Assurance Frameworks Customer Communication Strategy Additional Skills: None General Skills: Call Center Operations Communication Skills Additional Skills: None Soft Skills: Confidentiality Active Listening Data Management Additional Skills: None Requirements Technological Requirements: Language: English Location: Philippines Responsibilities Conduct comprehensive quality evaluations to ensure adherence to company standards, policies, and customer experience expectations across all customer touchpoints Utilize Verint AQM platform to design, build, and maintain quality monitoring forms that accurately measure performance and compliance metrics Develop, manage, and track AQM Key Performance Indicators (KPIs) aligned with organizational goals and strategic objectives Generate, analyze, and interpret AQM reports to identify trends, performance gaps, and improvement opportunities, presenting findings to leadership with actionable recommendations Provide detailed, constructive feedback and coaching insights to leadership and frontline teams to drive performance improvement and professional development Partner with Operations and Training teams to recommend and implement process improvements that enhance quality, efficiency, and customer satisfaction Lead and support calibration sessions to ensure scoring consistency, fairness, and alignment across all quality evaluators and teams Maintain accurate documentation, quality records, and audit trails to ensure compliance and support continuous improvement initiatives 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 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
1840&Company
