Customer Success, Quality Assurance Analyst - Managed Services

Description
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 proud to share our story and Make Amazing Happen at CDW.
* Job Summary
* The Customer Success Quality Assurance Analyst supports the Senior Quality Assurance Analyst in implementing and maintaining Quality Assurance processes for Managed Services. This role assists in conducting Post Incident Reviews (PIRs), evaluating service delivery quality, and contributing to continual service improvement initiatives.
* What you will do:
* Post Incident Review (PIR):
* Assist in conducting reviews of escalated incidents, collaborating with internal teams and customers to understand impacts and identify root causes.
* Contribute to the creation of detailed reports outlining problem descriptions, impacts, root causes, action items, and timelines.
* Participate in presenting PIR findings to customers and internal stakeholders, and assist in tracking PIR tasks to completion.
* Service Delivery Quality Assurance:
* Support in establishing and maintaining quality standards for ticket and call handling to ensure exceptional customer experience.
* Participate in evaluating ticket and call quality, providing data for coaching and leadership metrics.
* Internal Continual Service Improvement (CSI):
* Participate in structured problem-solving efforts and communicate project status to leadership.
* Assist in identifying improvement opportunities and contributing to continual service improvement initiatives.
* Exceptions:
* Support in documenting exceptions to services and ensuring their upkeep and alignment with organizational processes.
What we expect of you:
* Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field, plus at least 2 years' experience in IT Quality Assurance in a Services Delivery environment and or related role, OR
* At least 6 years' experience in IT Quality Assurance in a Services Delivery environment or related role.
* Familiarity with Lean Six Sigma principles and ITIL Foundations Certification preferred.
* Strong analytical and problem-solving skills.
* Managed Services experience, a plus. Pay range: $62,270 - $86,998 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials #LI-TP1
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.