Operational Analyst – Verint Quality Execution

Responsibilities

• Support the execution and optimization of enterprise Verint Quality Management (QM) and Automated Quality Management (AQM) capabilities within the Performance Enablement Organization (PEO).
• Translate business, operational, and compliance requirements into clear, well‑documented system configurations.
• Assist with pre‑go‑live testing, post‑go‑live stabilization, and production validation.
• Maintain clear documentation to enable knowledge transfer and reduce single‑point dependency.
• Partner with Quality leaders and operational stakeholders to understand business needs.
• Gather, analyze, and document detailed business and functional requirements.

Requirements

• Bachelor’s degree in Business Administration, Information Systems, Operations, Analytics, related field, or equivalent experience.
• 1–3 years of experience in operations analysis, quality support, business analysis, or QA‑related roles.
• Exposure to omnichannel and back‑office quality programs, including evaluations, scorecards, or calibration processes.
• Experience configuring or supporting enterprise CX/WFO/Quality platforms such as Verint, NICE, Genesys, Calabrio, or comparable solutions, with Verint strongly preferred.
• Experience supporting system implementations, enhancements, or migrations.

Hard Skills

• operations analysis
• business analysis
• quality assurance
• system configuration
• pre-go-live testing
• post-go-live stabilization
• production validation
• requirements gathering
• functional requirements documentation
• quality support

Soft Skills

• communication
• collaboration
• documentation
• analytical thinking
• problem-solving
• stakeholder engagement
• knowledge transfer
• organizational skills
• attention to detail
• adaptability

Certifications & Qualifications

• Bachelor’s degree in Business Administration
• Bachelor’s degree in Information Systems
• Bachelor’s degree in Operations
• Bachelor’s degree in Analytics