CACTUS is a remote-first organisation 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.

We are looking for a Senior Quality Associate to join our dynamic team. You will be at the forefront of transforming customer feedback and enhancing satisfaction. You will champion customer satisfaction by swiftly addressing and resolving Publication Support Services related feedback. Dive deep into analyzing service gaps and lead the charge in enhancing our Customer Experience.

Apply today to be a catalyst for positive change and help us set new standards for excellence in customer interactions!

• Handle complex client situations with perseverance and strong problem-solving skills. Communicate effectively and empathetically with clients, taking ownership of feedback resolution.
• Assess and analyze customer complaints and provide appropriate resolution and follow-up steps to the concerned team(s) and individual(s).
• Assign accountability to internal resources for lapses in process/quality that led to the customer complaint and advise on preventive measures.
• Evaluate Voice of the Customer (VoC) data to identify trends and suggest process improvements for better customer experience (CX).
• Address translation complaints and unique client requests, ensuring satisfaction and adherence to protocols.
• Continuously improve feedback management and resolution processes for better quality and efficiency. Collaborate with client managers to meet expectations and provide insights on service enhancement and industry trends.

#LI-Remote

• Bachelor’s degree or higher.
• Atleast 1 year of experience in a similar role.
• Ability to multitask and manage multiple projects/tasks while adhering to internal policies and processes.
• Excellent communication and presentation skills, with the capability to present findings to stakeholders.
• Proven experience working effectively in cross-functional teams.

CACTUS is a company powered by its inclusive community spirit. We're a melting pot of perspectives, breaking down barriers between different styles of thought to democratise access to scientific knowledge.
At CACTUS, there's opportunity for growth around every corner. You are encouraged to experiment, challenge yourself, stretch your capabilities, and take risks. If you are interested in building products that move innovation forward, then a career with us will sound like your jam. At CACTUS, you’ll discover the true extent of what’s possible through AI, have the autonomy to shape your career, embrace an accelerate-from-anywhere lifestyle, and make an impact.
At the heart of everything are our researchers – we help enable their success, and every move we make is about creating a positive impact in the world of science.

Together we,

Power research. Empower people.

Established in 2002, Cactus Communications (cactusglobal.com) is a leading science communication and technology company. It specializes in AI products and solutions that 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. CACTUS also offers medical communications under its brand Cactus Life Sciences. 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.

• Cactus Communications has consistently ranked among the top 20 on the global list of the Top 100 Companies for Telecommute Jobs since 2016.
• Recognised as ‘Employers of the Future’ two years in a row in 2023 and 2022, in a study by LeadUp Universe, Fortune India and Work Universe
• Recognised as One of India’s Top 100 best Workplaces for Women by Great Place To Work® in 2022
• Winner of ‘Best Innovation Leveraging AI Services’ at AWS AI Conclave 2022
• Recognized as one of the Best Companies for Millennials 2019 by Times Ascent and Learning & Organisation Development Roundtable
• Emerged as one of India’s Top 10 Safe Workplaces for Women in a survey conducted by Rainmaker in 2019
• Ranked #1 among India’s Great Mid-Size Workplaces by Great Place to Work® Institute in 2017