Verint Speech Analytics & AQ Program Manager

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

We are seeking a strategic, Verint SME to own the vision, governance, and enterprise adoption of Verint Speech Analytics and Automated Quality (AQ). This role leads the transformation of customer interaction data into operational excellence, compliance strength, and improved customer experience across the home warranty lifecycle.

What You’ll Do

• 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.

What You’ll Bring

• 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.

What Success Looks Like

• Increased accuracy and adoption of Verint insights.
• Reduction in repeat calls, coverage misunderstandings, and compliance risks.
• More consistent and efficient automated QA scoring.
• Improved NPS/OSAT, claim cycle time, and sales behaviors.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

Pay Range: $85,000.00 - $113,300.00 Annually

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.