Verint Speech Analytics & AQ Program Manager

Overview

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.

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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.

• Enterprise ownership of Verint Speech Analytics and AQ strategy, roadmap, and governance.
• Optimization and design of analytic categories, AQ scoring, rules logic, and compliancecritical 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 realtime analytics.

• 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 executable-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.

• 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.

Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

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.