Operational Quality Associate - US Voice Process

Basic Function The Operational Quality Associate is responsible for the quality assurance and training of the Hagerstown and Glendale service teams and also 3rd party international service providers EXL and SPI. Additional responsibilities include creating and maintaining training and knowledge reference material used by all service teams and participating in reoccurring meetings about the products and processes that Wolters Kluwer offers and follows to ensure information is communicated effectively through all relevant channels. Essential Duties and Responsibilities Audit representative samples against existing QA guidelines to assess the accuracy of information and actions and analyze results to uncover areas of opportunity for improvement. Analyze call trends through call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions to improve the customer experience. Adhere to assigned work schedule and able to adjust days and hours of schedule as needed to accommodate training and quality review. Adhere to the critical monthly quality review deadline by having all scorecards created and sent to management for review by the end of each month. Create, update, and remove training highlights as assigned/needed in Knowledge, Chatter, and Spekit. Lead calibration meetings with key stakeholders to develop excellence in Quality Assurance evaluation assessments across the enterprise. Participate on project teams to provide input surrounding training and quality perspective Perform investigations to locate facts concerning Wolter Kluwer products and processes Perform quality reviews as assigned/needed for the Hagerstown, EXL, Glendale, and SPI teams. Provide specialized training as assigned/needed for the Hagerstown, EXL, Glendale, SPI, and other Wolters Kluwer teams in person or through an electronic platform. Work toward building the knowledge available to all representatives to improve the customer experience. Job Qualifications Education: Bachelor’s Degree Experience: Two years’ experience with Call Center Quality Assurance is preferred. At least four years of experience working in a call center environment is required. Exposure to telephony concepts and voice recording workflow (Avaya or Genesys) Process improvement and change management experience is preferred. Teaching of product and process concepts to other employees. Working in a team environment with key members and stakeholders. Creating training and instructional material for customers or internal personnel. Skills: Basic understanding of a call center environment Excellent verbal and written communication skills Proficient in speaking, reading, and writing English Proven ability to prioritize and multi-task Providing performance feedback to others Strong critical thinking, analytical, and data entry skills Strong familiarity with Microsoft Office Suite If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. Wolters Kluwer and all its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.