Operational Quality Associate

1 week ago

Mumbai Maharashtra, India Wolters Kluwer Full time

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

**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

  • Associate Partner

    2 weeks ago

    Mumbai, Maharashtra, India RKS ASSOCIATE Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Associate Partner - OperationsLeading Dispute Resolution Law Firm | MumbaiAbout UsWe are a premier law firm based in Mumbai, specializing in dispute resolution with strong practices across Civil & Criminal litigation, real estate, and family law. Our reputation is built on delivering exceptional legal outcomes for our clients through strategic thinking,...

  • Quality Associate

    2 weeks ago

    Mumbai, India CreditEnable Ltd Full time

    We are looking for an enthusiastic Quality Associate to join our dynamic, multi-award-winning, and fast-growing team at CreditEnable and provide creative ideas to help achieve our goals. The primary task of a QA will be call monitoring and sharing actionable insight and ensure high value turnover client segment in line with organizational...

  • Operations Associate

    8 hours ago

    Mumbai, Maharashtra, India MEDIMNY Full time

    **Company Description** MEDIMNY is a leading B2B technology-enabled e-commerce marketplace in the pharmaceutical space. We connect pharmacies and stockists across the nation, aiming to digitize the way medicines are procured and sold. We enable pharmacies to access medicines at great discounts while helping stockists reach the nationwide market and improve...

  • Operations Associate

    1 week ago

    Andheri, Mumbai, Maharashtra, India Ottoedge Services LLP Full time

    **Hiring for an Advertising Agency for Operations Associate Role!** **Experience -**1-2 Yrs Experience **Location**: - Andheri **Responsibilities**: - **Project Coordination & Execution**: Assist in the planning, coordination, and execution of visual merchandising projects across retail stores, showrooms, and events. Ensure all timelines, budgets, and...

  • Operations Associate

    2 days ago

    Mahalaxmi, Mumbai, Maharashtra, India Gray Quest Full time

    **About GrayQuest**:GrayQuest is a fast-growing education-focused finance company based out of Parel, Mumbai. We are a young team and offer all our employees significant growth opportunities. If you are ready to take up more responsibilities in a company, can learn quickly, and are willing to grow fast - we are the ideal company for you. At GrayQuest, we...

  • Quality Assurance Associate

    1 day ago

    Mumbai, Maharashtra, India Bank Of America Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Assistant Manager Job Description: About Us At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth...

  • Associate Route Operations

    1 week ago

    Mumbai, Maharashtra, India Cityflo Full time

    **The role involves**: - The role of a route associate is to manage the ground operations of Cityflo operations on a route level. - The route associate is responsible for handling drivers and buses on their routes and ensuring that their buses are available on a timely basis. **Objectives of the role**: - To coordinate with the drivers and operators to...

  • Computer Operator

    7 days ago

    CBD Belapur, Navi Mumbai, Maharashtra, India Orbit Associate Full time ₹ 1,80,000 - ₹ 2,40,000 per year

    Job Role : Computer OperatorWork Location : Belapur, Navi MumbaiJob Description:Looking for hiring a Computer Operator to handle data entry, records management, MS Office tasks, and routine office documentation.Role requires accuracy, speed, and supporting daily office operations.Strong in MS Office, Excel, data entry, documentation, and record...

  • Operations Associate

    8 hours ago

    Mumbai, India Wolters Kluwer Full time

    Operations Associate This position will support US and UK staff that are currently over capacity. The role will take on administrative tasks to relieve the Production Staff workload. Job Description Summary Operates printing equipment to produce quality single or multi-color documents and ensures output meets particular job specifications and is...

  • Operations Associate

    2 weeks ago

    Bhandup, Maharashtra, India Impactsure Technologies Private Limited Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    We're Hiring | Operations Associate (Finance) | MumbaiLocation:MumbaiExperience:0–2 yearsEducation:Graduate in CommercePosition– 3  Company:Impactsure Technologies Pvt LtdAtImpactsure Technologies, we're reimagining how financial institutions process complex documents using AI and intelligent automation. Our mission is to make data-driven decisions...