Verint Speech Analytics & AQ Program Manager

First American•Usa, CA

5d•$85,000 - $113,300

About The Position

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. 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.

Requirements

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.

Nice To Haves

Home warranty or insurance experience.
BI tools such as Power BI or Tableau.
Background in process improvement, QA leadership, or program management.

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.

Benefits

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.

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