Senior Operational Quality Associate, Hybrid

Wolters Kluwer•Plantation, FL

1d•Hybrid

About The Position

The Senior Operational Quality Associate plays a critical role on the SOP Reconciliation team, responsible for ensuring accuracy, consistency, and integrity of SOP across assigned workflows. This position focuses on reconciling SOP outputs, identifying and investigating discrepancies or outliers, and clearly documenting findings and resolutions. The role requires a high level of attention to detail, strong written communication skills, sound judgment, and a commitment to operational excellence and continuous improvement in a fast‑paced environment. In this role, you will report to the Manager, Fulfillment and work a hybrid/remote work schedule (2 days in office, and 3 days remote).

Requirements

Bachelor’s degree in business or related field or 3 years of relevant customer service or industry experience.
Prior FCOE/Service of Process experience preferred.
Computer proficiency, including MS Office and internet-based systems.
Strong verbal and written communication skills.
Detail-oriented with proven accuracy and efficiency in data entry and document review.
Self-motivated and dependable; able to work independently in a fast-paced, time-sensitive environment.
Ability to follow established procedures and training guidelines.
Capable of meeting quality and productivity performance standards.
Strong analytical skills; able to integrate information from multiple sources accurately.
Effective cross-functional collaborator with the ability to manage multiple tasks or projects simultaneously.
Ability to reconcile reports, verify information, and ensure process accuracy.

Nice To Haves

Attention to detail and quality assurance
Legal document review and entity research
Cross-functional communication and coordination
Problem-solving and issue escalation
Time management and follow-up
Proficiency with case management systems and shared mailboxes

Responsibilities

Reconcile SOP totals accurately and within established service-level agreements (SLAs).
Identify, research, and resolve discrepancies, variances, or outliers across SOP reports and data sources.
Ensure reconciliations are completed thoroughly, documented clearly, and owned end‑to‑end.
Maintain strict adherence to current Standard Operating Procedures (SOPs) and quality standards.
Proactively escalate unresolved issues, risks, or inconsistencies with clear written summaries and supporting evidence.
Accurately and timely enter reconciliation findings, corrections, and notes into required systems/tools to support reporting, audit readiness, and trend analysis.
Track, report, and escalate exceptions in accordance with team and leadership guidelines.
Respond to internal inquiries related to reconciliations within established timeframes.
Coordinate with Intake, Rep SOP, and Service Teams to resolve image quality issues, update ARROW records, and request rescans or entity changes.