Operational Analyst - Verint Quality Execution

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

Support the execution and optimization of enterprise Verint Quality Management (QM) and Automated Quality Management (AQM) capabilities within the Performance Enablement Organization (PEO). This role translates business, operational, and compliance requirements into clear, well?documented system configurations and supports the stability and scalability of quality execution across voice and non?voice operations.

This role focuses on quality execution enablement, including evaluation form configuration, calibration logic support, and automated quality rules. The role does not perform QA scoring, own reporting, or deliver training, but partners closely with Quality leaders, Product Experience Owners (PXOs), reporting, enablement, and technology teams to ensure quality programs are accurately represented and supported in Verint.

Your role in our mission

• Support enterprise standards for configuration, naming conventions, versioning, and change management.
• 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.
• Work closely with PXOs, technology teams, and other Operational Analysts within PEO.
• Support reporting and enablement teams by providing configuration context and functional inputs.
• Support configuration of Automated Quality Management (AQM), including eligibility rules and automation logic.
• Gather, analyze, and document detailed business and functional requirements.
• Operate effectively in an agile, matrix?based environment.

What we're looking for

• 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

What you should expect in this role

• Fully remote position.
• Opportunity to travel through your work up to 10% of the time.

This posting is intended for pipelining. We will accept applications on an ongoing basis.

The pay range for this position is $51,700.00 - $73,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.