Call Center - Cust Relations Quality Analyst

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges. The Customer Relations Quality Analyst will support the coworkers and management team of customer facing departments to help ensure internal and external quality standards are met. The Quality Analyst will analyze information and provide quality trends and feedback to respective management to address skill gaps, individual coworker opportunities, and suggest process improvement initiatives. Additionally, through quality monitoring, this role will continually review department resources to ensure enough documentation exists to support the initiatives around First Touch Resolution. This role involves coaching coworkers on improving their quality through coaching sessions and training refreshers. This role ensures external quality is addressed by responding to customer letters and Social Media. This involves tracking these customer interactions to maximize opportunity for customer win-back and retention. Additionally, this role drives companywide quality standards so that CDW is seen as the Industry Leader in Customer Service.
* What you will do:
* Foster customer loyalty and repeat business by providing world-class customer service that involves solving concerns quickly and satisfactorily.
* Support customer-facing department teams to ensure internal and external quality standards are met.
* By analyzing information and quality trends, offer feedback to management to address role-specific skill gaps, identify coworker opportunities, and suggest process improvement initiatives.
* Take ownership of Customer Service Case requests to resolve customer issues.
* Perform continuous quality monitoring by reviewing department resources to ensure enough documentation exists to support First Touch Resolution initiatives.
* Facilitate training for new hires and other departmental training; maintain/update training curriculum; and conduct monthly coaching sessions with coworkers to improve their areas of opportunity and reinforce positive behaviors.
* Respond and track all customer complaints received in surveys, social media, letters, and other means of communication and interactions to maximize opportunity for customer win-back and retention.
* Drive companywide quality standards so that CDW is seen as the industry leader in customer service.
* Participate in process improvement initiatives that drive a solid balance of productivity and providing positive "one touch" experiences for our customers.
* Assist coworkers and management as needed or in periods of high volume.
* What we expect of you:
* At least 3 years of customer services experience; call center experience preferred.
* Ability to meet monthly Key Performance Indicators (KPI's)
* Background in coaching/training teams in a corporate environment.
* Demonstrated quality monitoring experience.
* Learn new systems and processes quickly and put them into practical use.
* Excellent verbal and written communication skills with the ability to effectively interact with and present to all stakeholders.
* Proven ability to appropriately deliver positive and constructive feedback to coworkers, solve problems creatively, and take ownership in resolving customer situations.
* History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
* Ability to work independently with strong organizational and time management skills.
* High school diploma or GED; bachelor's degree preferred.
What you can expect from us:
* Diverse, aware-winning culture and work/life benefits.
* We offer competitive compensation and benefits packages along with a collaborative and supportive work environment.
* An inclusive culture that empowers you to bring your best true self and your best ideas. We know diverse perspectives lead to better problem solving and better solutions for our customers.
* A learning environment that empowers you to develop your career with comprehensive resources and support, ongoing education and skills-development training, and robust advancement opportunities.
* Health, dental, and vision coverage; coworker stock purchase program; paid vacation time and sick days; tuition reimbursement; coworker discounts; and other generous perks. Pay range: $28.30 - $42.21, depending on experience and skill set Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* About us
* We make technology work so people can do great things.
* CDW is a Fortune 500 technology solutions provider to business, government, education, and healthcare organizations across the globe. At CDW, we make it happen, together. Trust, connection and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're your long-term, full-stack, full-lifecycle technology partner. We have the experience, expertise, scale, relationships and deep industry knowledge to bring just about any vision to life. Together, we can deliver the full promise of what technology can do. Together, we Make Amazing Happen. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you'll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self- and your best ideas- to CDW. Because diverse perspectives bring forth better problem solving- and better solutions for our customers on a rapidly evolving technology landscape.
Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/)