Quality and Training Associate
Company: Wolters Kluwer
Location: Jefferson City
Posted on: January 18, 2023
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Job Description:
Wolters Kluwer Health is a leading global provider of content
for healthcare professionals, serving physicians, surgeons, nurses,
allied health professionals, pharmacists, academics, payers, and
the life sciences with solutions for research and development, the
point-of-learning, the point-of-dispensing, and the point-of-care.
Wolters Kluwer employs approximately 26,000 employees in 36
countries.The Quality and Training 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.**_** This role is 100% remote_****_*** The hourly pay
rate for this role is $16.50_****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 critical monthly quality review deadline by having all
scorecards created and sent to management for review by the 25th 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 ultimately improve
the customer experience.**JOB QUALIFICATIONS****Education** :+ High
School diploma or GED required+ Bachelor's Degree
preferred**Required Experience** :+ 2+ years of experience working
in a call center environment+ Exposure to telephony concepts and
voice recording workflow (Avaya or Genesys)+ Teaching of product
and process concepts to other employees+ Working in a team
environment with key members and stakeholders.**Preferred
Experience** :+ 2+ years of experience with Call Center Quality
Assurance+ Process Improvement and change management
experience**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 SuiteEQUAL
EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of
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 protected veteran status.
Keywords: Wolters Kluwer, Jefferson City , Quality and Training Associate, Other , Jefferson City, Missouri
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