First American Financial Group, Inc. · 6 hours ago
Verint Speech Analytics & AQ Program Manager
Santa Rosa, CA
Full-time
Onsite
Mid, Senior Level
$85K/yr - $113K/yr
3+ years expFirst American Financial Corporation is a company that prioritizes its people and offers a range of home warranty products and services. They are seeking a strategic Verint Subject Matter Expert to lead the governance and enterprise adoption of Verint Speech Analytics and Automated Quality, focusing on transforming customer interaction data into operational excellence and improved customer experience.
Customer ServiceFinancial ServicesLending
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
Home warranty or insurance experience
BI tools such as Power BI or Tableau
Background in process improvement, QA leadership, or program management
Benefits
Medical
Dental
Vision
401k
PTO/paid sick leave
Employee stock purchase plan
Company
First American Financial Group, Inc.
Purchasing a new home or refinancing? We have a solution.
2-10 employees
Funding
Current Stage
Early StageRecent News
Orange County Business Journal
2025-04-18
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