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NICE QA and WFM Specialist

10 years

0 Lacs

andhra pradesh india

Posted:4 days ago| Platform: Linkedin logo

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Skills Required

management qc analytics planning evaluation calibration monitoring support analyze reports compliance forecast schedule automate optimization strategies staffing training documentation configuration forecasting api data sql reporting recording certifications certification communication technology

Work Mode

Remote

Job Type

Full Time

Job Description

Job Title: NICE QA and WFM Specialist

Experience:

8–10 Years (with relevant NICE CCaaS certifications)

Location:

[Specify: Remote / Onsite / Hybrid — as applicable]

Job Summary

We are seeking a highly skilled

NICE Quality Assurance (QA) and Workforce Management (WFM) Specialist

with deep expertise in NICE CCaaS solutions. The ideal candidate will have hands-on experience in

NICE Engage QA (v7.5)

,

Nexidia QC (v12.5)

, and

NICE WFM (v8.0.3)

. The role requires managing QA frameworks, speech analytics, and workforce planning to optimize contact center performance and compliance.

Key Responsibilities

Quality Assurance (QA) – NICE Engage 7.5 / Nexidia QC 12.5

  • Configure, maintain, and optimize NICE Engage QA and Nexidia QC environments.
  • Develop QA forms, evaluation templates, and call calibration processes.
  • Perform speech and interaction analytics for quality monitoring and insights.
  • Collaborate with operational teams to improve agent performance and CX metrics.
  • Troubleshoot QA platform issues and coordinate with NICE Support for escalations.
  • Generate and analyze reports for call quality, compliance, and performance KPIs.
  • Integrate Nexidia Analytics for advanced speech-to-text and sentiment analysis.

Workforce Management (WFM) – NICE 8.0.3

  • Forecast workload, schedule agents, and monitor adherence using NICE WFM.
  • Calibrate forecasts with business trends and contact volume patterns.
  • Generate and automate WFM reports for management dashboards.
  • Implement optimization strategies for staffing and shrinkage control.
  • Support end-user training, process documentation, and system upgrades.
  • Work closely with business stakeholders to align workforce capacity with SLAs.

Technical Skills Required

  • NICE Engage 7.5 Administration and Troubleshooting
  • Nexidia Quality Central 12.5 Speech Analytics
  • NICE WFM 8.0.3 Configuration, Forecasting, and Scheduling
  • Knowledge of NICE API Integrations and Data Models
  • Strong SQL and data reporting skills
  • Familiarity with call recording, tagging, and compliance workflows
  • Knowledge of contact center KPIs and SLA management

Certifications (Preferred)

  • NICE Certified Professional (NCP) – Engage / WFM
  • NICE Advanced Certified Engineer (ACE) – QA / Analytics
  • NICE Workforce Management Professional Certification

Soft Skills

  • Strong analytical and problem-solving skills
  • Excellent communication and documentation abilities
  • Ability to work in cross-functional global teams
  • Proactive and detail-oriented with strong ownership

Education

  • Bachelor’s degree in Computer Science, Information Technology, or related field.
  • Master’s degree preferred (optional).

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