Verint Workforce Management (WFM) and Quality Management (QM) Specialist

Role: Verint Workforce Management (WFM) and Quality Management (QM) Specialist

Location: Remote

Position Summary

• We are seeking an experienced Verint Workforce Management (WFM) and Quality Management (QM) Specialist to configure, administer, support, and optimize Verint solutions across contact-center operations. The successful candidate will partner with Workforce Planning, Quality, Operations, IT, and vendor teams to improve forecasting, scheduling, adherence, interaction evaluation, reporting, and agent performance.
• This role requires hands-on experience with Verint WFM and Verint Quality Management, including platform configuration, integrations, troubleshooting, upgrades, reporting, and user support.

Key Responsibilities

Verint Workforce Management

• Configure and administer Verint WFM, including organizations, teams, roles, work rules, skills, queues, activities, calendars, and scheduling rules.
• Develop and maintain short- and long-term forecasts using historical contact volumes, handle time, shrinkage, service-level targets, and business trends.
• Create and optimize employee schedules across voice and digital channels, including chat, email, and case work.
• Monitor real-time and historical schedule adherence, identify variances, and support intraday staffing adjustments.
• Manage time-off rules, shift bidding, shift swaps, exceptions, overtime, and employee self-service workflows.
• Support capacity planning, staffing analysis, hiring plans, and scenario modeling.
• Validate data feeds from ACD, CCaaS, CRM, HR, and other workforce systems.
• Produce reports and dashboards covering forecast accuracy, staffing, shrinkage, occupancy, utilization, adherence, and service levels.

Verint Quality Management

• Configure and administer Verint Quality Management, including evaluation forms, scoring rules, workflows, permissions, and quality-review queues.
• Support interaction recording, retrieval, playback, screen capture, and evaluation processes.
• Design quality forms aligned with customer experience, compliance, operational, and regulatory requirements.
• Manage manual and automated interaction-selection rules for voice and digital channels.
• Facilitate calibration sessions and maintain consistent scoring standards across evaluators and teams.
• Configure coaching workflows, dispute processes, acknowledgments, and performance-improvement plans.
• Support speech, text, and automated quality capabilities where implemented.
• Investigate missing recordings, playback issues, metadata mismatches, recording failures, and evaluation-workflow defects.
• Develop quality dashboards and reports covering evaluation results, compliance, coaching completion, trends, and agent performance.

Required Qualifications

• 7-10 years of workforce-management, quality-management, contact-center technology, or workforce-optimization experience.
• Experience configuring Verint forecasting, scheduling, adherence, quality forms, evaluation workflows, and reporting.
• Strong knowledge of contact-center metrics, including service level, average handle time, occupancy, utilization, shrinkage, adherence, forecast accuracy, and quality scores.
• Understanding of ACD/CCaaS data, agent states, queue structures, interaction metadata, and recording workflows.
• Experience troubleshooting data integrations, user-access issues, recording problems, and platform defects.
• Proficiency with Excel and reporting or visualization tools.
• Strong analytical, documentation, stakeholder-management, and problem-solving skills.
• Ability to work with business users, technical teams, vendors, and senior operations leaders.