First American Home Warranty · 1 day ago
Verint Speech Analytics & AQA Program Manager
United States
Full-time
Remote
Mid, Senior Level
$90K/yr - $110K/yr
3+ years expFirst American Home Warranty is currently seeking a strategic Verint SME to lead the vision and governance of Verint Speech Analytics and Automated Quality. This role is responsible for transforming customer interaction data into operational excellence and improved customer experience across the home warranty lifecycle.
ConsultingHome ServicesInsurance
Hiring Manager
Anna Montenegro
Responsibilities
Enterprise ownership of Verint Speech Analytics and AQ strategy, roadmap, and governance
Optimization and design of analytic categories, AQ scoring, rules logic, and compliance‑critical requirements
Insight leadership through reporting that identifies root causes and drives improvements across claims, CX, operations, and sales
Cross‑functional influence with Operations, CX, QA, Training, IT, and Contractor Relations
Continuous improvement leadership, scaling automation and advancing predictive and real‑time analytics
Qualification
Required
3–5+ years leading Verint Speech Analytics and/or AQ programs
Understanding of contact center operations, claims workflows, compliance, and CX
Experience designing categories, scoring logic, rules, and automation workflows
Strong communication and executive‑ready presentation skills
Background in process improvement, QA leadership, or program management
Preferred
Home warranty or insurance experience is a major plus
Previous experience utilizing BI tools such as Power BI or Tableau
Company
First American Home Warranty
First American Home Warranty provides protection options for your home's systems and appliances.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Anna Montenegro
Recruiting Business Partner Supervisor
Correena Mclaughlin
Area Service Partner
Recent News
Business Insider
2025-03-31
Company data provided by crunchbase