Operational Quality Associate

Wolters Kluwer•Wilmington, DE

1d•Onsite

About The Position

Under general supervision, conducts routine analyses and tests of various elements of a quality control program comprised of data analysis, evaluation, product and or process assessment. Conducts analysis and tests of of processes or products to ensure they are within acceptable levels . The Operational Quality Associate II (SOP Support) plays a critical role in ensuring the accuracy, consistency, and compliance of Service of Process (SOP)-related activities across CLS brands. The team serves as a central point of contact and support for high‑volume SOP inquiries and issue resolution, partnering closely with Service, Sales, RSA, SOP Intake, CES, and Reconciliation teams. SOP Support researches and responds to a wide range of requests, including, but not limited to: SOP research, correction requests, and SOP trend analysis. The team also collaborates with RSA, Product, and senior leadership to identify and escalate potential risks or liabilities as needed. In addition to managing shared SOP email boxes, SOP Support is responsible for documenting SOP errors and corrections within CRMs, completing WK and sensitive customer verifications, and performing focused reviews for declarations and default judgments. The role also includes additional operational tasks, reporting and research. Through a combination of detailed review, timely communication, and cross‑functional coordination, SOP Support helps maintain consistent SOP execution while supporting business continuity and customer experience across all supported brands.

Requirements

Bachelor’s degree or equivalent combination of education and relevant experience.
3+ years of experience in Service of Process related workflows.
Demonstrated experience managing workflows, process improvements, and operational efficiencies
Proven ability to perform quality assurance, error tracking, and corrective action implementation
Experience analyzing data, producing reports, and monitoring KPIs or CRM trends
Proficiency with CRM, case management, and workflow tracking systems
Ability to collaborate cross‑functionally and serve as a primary point of contact for stakeholders
Experience supporting training, onboarding, or cross‑training initiatives
Strong written and verbal communication skills, including presenting insights to leadership
High attention to detail with strong organizational and time‑management skills
Ability to work independently, prioritize competing demands, and take ownership of outcomes

Nice To Haves

Operational and workflow management
Process improvement and efficiency optimization
Quality assurance and error resolution
Data analysis, reporting, and KPI tracking
CRM and case management systems proficiency
Cross‑functional and stakeholder collaboration
Training, onboarding, and knowledge transfer
Strong communication and executive presentation skills
Attention to detail and high‑accuracy execution
Time management, prioritization, and ownership mindset

Responsibilities

Serve as the primary liaison for an assigned compliance division, partnering with management to collect and analyze data, review workflows, recommend efficiency improvements, and present performance results, risks, and opportunities to leadership; coordinate training, cross‑training, and Business Continuity Plan execution and measurement.
Oversee the Service of Process (SOP) supply chain to ensure accurate, timely, and compliant delivery, including FIFO distribution, aging follow‑ups, reconciliation of received items, resolution of incorrectly served process, and hands‑on completion support when required.
Ensure high‑quality customer output through spot checks, secondary reviews for high‑profile accounts, error identification and correction, CRM trend reporting, and collaboration with service teams on SOP‑related customer communications.
Act as the centralized point for queried SOP documents, following best practices while coordinating across internal and external stakeholders to resolve holds, track root causes, and identify training opportunities to reduce future disruptions.
Maintain expert knowledge of products, systems, and SOP processes through ongoing training and self‑study; leverage dashboards and system tools to monitor individual and team performance, ensuring accurate, timely completion of all assigned work.