Quality and Training Associate
Company: Wolters Kluwer
Location: Hagerstown
Posted on: January 26, 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 Suite
Keywords: Wolters Kluwer, Germantown , Quality and Training Associate, Other , Hagerstown, Maryland
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