Job Overview
Location
United States Work at Home
Job Type
Full-time
Category
Data Science
Date Posted
June 14, 2026
Full Job Description
đź“‹ Description
- • Build, configure, and maintain Automated Quality Management (AQM) forms, questions, and scoring frameworks in Verint to support enterprise quality strategy
- • Translate business requirements from stakeholders into measurable quality behaviors and standardized scoring criteria
- • Test, validate, and refine automated scoring logic to ensure accuracy and consistency across quality monitoring systems
- • Maintain governance and alignment of KPIs, forms, and deployments across multiple business verticals including Contact Center, Specialty Services, and Clinical
- • Lead all speech analytics functionality for assigned verticals, aligning speech categories with operational priorities and quality goals
- • Monitor speech category performance, refine trigger phrases, and improve detection accuracy using hit rate data to identify investigation opportunities
- • Partner with Workforce Optimization (WFO) teams to enhance transcription quality through phonetics boosting and data optimization
- • Leverage the Verint marketplace to explore, evaluate, and implement new automation tools and AI-driven enhancements
- • Support the rollout and adoption of new features including call recording, AI summarization, AI bots, and transfer bots
- • Develop and present data-driven storyboards analyzing trends across business units to inform quality improvements
- • Onboard and train new analysts on Verint forms, alerts, categories, KPIs, and threshold settings
- • Create and maintain standard operating procedures for quality monitoring systems and processes
- • Identify opportunities to reduce manual work through automation and process optimization
- • Evaluate new tools and platform enhancements within Verint and complementary technologies
- • Partner with leadership on innovation pilots and technology adoption initiatives
- • Build and sustain strong relationships with internal and external stakeholders to ensure alignment and collaboration
- • Use data and technology creatively to uncover insights, drive solutions, and improve quality outcomes
- • Ensure consistent application of quality standards and governance across all deployed systems and teams
- • Support the implementation of emerging AI and speech analytics technologies to scale quality programs
🎯 Requirements
- • High School Diploma or GED required; Bachelor’s preferred
- • 2+ years of related experience required
- • 1+ years of Verint experience in tool administration, configuration, or quality form design required
- • Experience with speech analytics preferred
- • Advanced Excel skills (VBA preferred)
- • Proficient in Microsoft Teams, OneNote, PowerPoint, SharePoint, Word, and Outlook
🏖️ Benefits
- • Annual salary range of $58,400 - $97,400 USD
- • Eligibility for an annual bonus plan
- • Medical, vision, dental, and behavioral health benefits starting on day one
- • 401(k) plan with company contribution
- • Company-paid life insurance
- • Tuition reimbursement
- • Minimum of 18 days of paid time off per year
- • Paid holidays
Skills & Technologies
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About The Cigna Group
The Cigna Group is a global health services company formed in 1982 through the merger of Connecticut General and INA Corporation. It provides medical, dental, disability, life and accident insurance, pharmacy benefit management, and behavioral health services to employers, individuals and government entities. Headquartered in Bloomfield, Connecticut, the company operates in over 30 countries and jurisdictions, serving more than 180 million customer relationships worldwide through its subsidiaries and affiliates.
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