+ As a Subject Matter Expert, mentor team members on how to accomplish tasks, cases, complex concerns, and other adhoc projects for custom, HESI, and Program Solution packages. + Work on operational processes. + Close coordination with BU partners, in alignment with immediate supervisor, to ensure timely and accurate delivery of service + Manages task distribution among specialists, overseeing day-to-day operation of the team. Deliver reports as needed by the supported segment. + Continuous Improvement and Agility. + Helps identify and improve processes to reduce bottlenecks and enhance efficiency. Main point of contact when the team immediate leader is out of office. + Evaluate team’s current skills and check opportunity for upskilling and cross-skilling. Lead and provide structure to Training and Quality Assurance process and ensure compliance. + Facilitate new hire training sessions and conduct refresher courses for Level II specialists as required, while updating the training plan as necessary. + Facilitates immersion and task certification for new team members to support and assess readiness. Initiates learning and calibration sessions about the new processes with BU partners whenever relevant. + Conducts internal audit and verify team escalations received. Analyze escalations based on root cause analysis provided by the team and check for error trends. + Conduct coaching to PPS II specific to training and quality assurance concerns only. + Communicates the team’s progress/operational performance to his/her supervisor and ensuring transparency on both successes and areas of improvements of the specialists. + Supports operational processes for package queues. + Other duties and adhoc tasks as assigned. Qualifications: + Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units) + The ideal candidate will have experience working with sales flows , product data , and quality assurance principles + Salesforce experience preferred + Proficient with Microsoft Office + Highly detail - oriented with a strong desire to produce accurate and quality work + Highly self-motivated, team and goal - oriented with an entrepreneurial spirit + Projects a positive attitude with co-workers & clients + Strong organizational skills are required to provide timely and consistent support + Logical thinker, with effective communication skills + Effective written and verbal communication skills required Additional for internal applicants: + Must be in current role for 1 year + Must not have received any Disciplinary Action within the past 12 months + Must not have any Attendance and Punctuality issues in the past 12 month + Must have a Successful or above rating in the last Enabling Performance cycle We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here . Please read our Candidate Privacy Policy . We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.