Associate, Quality

Overview

CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may be required to travel to our Mumbai office based on business requirements or for company/team events. Are you someone who thrives on turning challenges into meaningful client experiences? At Editage, we are looking for individuals who can transform client feedback into actionable insights and long-term satisfaction. This role sits at the intersection of quality, customer experience, and problem-solving, making a direct impact on client retention and service excellence. Note - This is a fully remote role with a 9-hour shift scheduled between 7:00 AM and 9:00 PM, including rotational weekend shifts (9:00 AM – 6:00 PM).

Responsibilities

Own Client Feedback End-to-End Take complete ownership of client concerns by analyzing root causes, understanding sentiment, and delivering effective, lasting resolutions. Drive Customer Delight Convert dissatisfaction into positive experiences through thoughtful communication and solution-oriented thinking. Handle Complex Escalations Manage high-impact and sensitive client interactions with empathy, clarity, and strong judgment. Strengthen Process Understanding Develop a deep understanding of internal workflows across services and markets to prevent recurrence of issues. Improve Quality & Resolution Efficiency Continuously enhance resolution quality, turnaround time (TAT), and overall efficiency of feedback management. Collaborate Across Teams Work closely with internal stakeholders to ensure timely and effective resolution of client concerns, including urgent escalations. Drive CSAT & SLA Adherence Maintain and improve customer satisfaction scores while ensuring compliance with defined SLAs. Generate Insights & Recommendations Identify patterns in client feedback, highlight process gaps, and proactively suggest improvements to enhance service quality. Success Metrics in this Role Drive high CSAT scores and contribute to long-term client retention Minimize repeat complaints through effective root cause analysis and resolution Achieve faster and more efficient turnaround times for client issues Translate client feedback into actionable insights that influence process and service improvements Qualifications and Prerequisites Bachelor’s degree or higher Excellent written and spoken English communication skills Strong customer-first mindset with excellent problem-solving ability Ability to handle ambiguity and complex situations Proven ability to collaborate across teams Application Process Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, we will have one technical round and one HRBP round. Equal Opportunity Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic. Accelerating from Anywhere As a remote-first organization, these are essential attributes we look for in all our candidates. Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently. Documenting work that brings everyone on the same page. Maturity to choose between synchronous and asynchronous collaboration. Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status. About CACTUS Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work. Apply To This Job