Operational Quality Associate

Position Overview You will play a critical role on the SOP Reconciliation team, ensuring accuracy, consistency, and integrity of SOP across assigned workflows. The role focuses on reconciling SOP outputs, identifying and investigating discrepancies or outliers, and clearly documenting findings and resolutions. It 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. Essential Duties & 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 elevate 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. Skills 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 Qualifications 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. Compensation $35,000.00 – $58,600.00 USD (based on primary location of the position). Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience & actual hiring location. Benefits Medical, Dental, & Vision Plans 401(k)

FSA/HSA

Commuter Benefits Tuition Assistance Plan Vacation and Sick Time Paid Parental Leave Equal Employment Opportunity Statement We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. #J-18808-Ljbffr Wolters Kluwer N.V.