Job Description
Quality and Training Associate
Wolters Kluwer
USA – Hagerstown, MD
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Full time
Job Requisition Id: R0026963
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. We have a growth role and opportunity available now!
Basic Function
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.
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 and Training 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 Suite
About Us
Wolters Kluwer (AEX: WKL) is a leading global provider of information, software, and services for professionals. We serve customers in more than 180 countries, operating through four divisions: Health; Tax & Accounting; Governance, Risk & Compliance; and Legal & Regulatory. The Company is committed to helping professionals improve the way they do business and solve complex problems with confidence in an ever-changing world.
The Power of Purpose
Wolters Kluwer reported 2020 annual revenues of €4.6 billion, employs over 19,000 people worldwide and maintains operations in over 40 countries. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn.
U.S. COVID-19 Vaccination Requirements
In order to help ensure a healthy and safe workplace for our employees, contingent workers and visitors, Wolters Kluwer currently requires all US employees to be fully vaccinated against COVID-19. Candidates will be required to provide sufficient proof of full vaccination in order to be eligible for employment. Wolters Kluwer will consider all requests for reasonable accommodation for this requirement based on disability and/or sincerely held religious belief and will decide on an individualized basis whether an accommodation can be granted.
Equal Opportunity Employer
Wolters Kluwer 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 any other protected status.