Be an Early Applicant
At CDW, our purpose is to make technology work so people can do great things.
The Role
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 Relations Quality Analyst plays a key role in ensuring an exceptional customer experience by evaluating the quality of customer interactions across multiple channels, identifying skill gaps, and driving continuous improvement. This role is responsible for facilitating classroom training, coaching, and feedback to enhance team performance, maintaining up-to-date training materials, and supporting process improvements. Additionally, the Customer Relations Quality Analyst monitors and responds to customer feedback, analyzes quality trends, and partners with leadership to strengthen both coworker development and customer satisfaction. They also maintain and analyze quality scorecards to track performance and guide coaching efforts. This role drives companywide quality standards so that CDW is seen as the industry leader in customer service.
* What you'll do:
* Facilitate classroom style training sessions as a primary responsibility including onboarding for new hires and ongoing departmental training.
* Evaluate quality on customer facing transactions including, but not limited to, calls, cases, incidents, returns, emails, and online chats for all areas.
* Perform skill gap trending analysis and provide feedback for department and role specific areas.
* Maintain/update training curriculum.
* Conduct monthly coaching sessions with coworkers to improve their areas of opportunity and reinforce positive behaviors.
* Respond to and track all customer complaints including, but not limited to, letters, surveys, social media complaints and customer loyalty surveys.
* Deliver summary of feedback, communicate progress and resolutions, analyze quality trends and deliver feedback to any assigned management teams.
* Provide training updates and ensure updates are communicated to the leadership team.
* Contribute to department resources by developing manuals and curriculum for on-boarding new coworkers.
* Create, maintain, and analyze quality scorecards to monitor performance, identify trends, and guide coaching and training efforts.
* Assist coworkers and management as needed or in periods of high volume.
* Participate in process improvement initiatives that drive a solid balance of productivity and providing positive "one touch" experiences for our customers.
* What we expect of you
* High School Diploma or General Education Degree
* 2+ years of experience facilitating group or classroom training in a corporate environment with a focus onboarding and skill development
* 2+ years of customer service experience
* Previous experience conducting group or classroom coaching/training in a corporate environment
* Excellent verbal and written communication skills with the ability to effectively interact with and present to all stakeholders.
* Appropriately deliver both positive and constructive feedback to others.
* Balance competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
* Work independently with little direction.
* Strong organizational and time management skills.
* Ability to quickly learn new applications and processes and put them into practical use.
* Possess creative problem-solving skills and take responsibility to resolve customer situations.
* Leverage extensive knowledge of policies and tools to guide team direction and improvements
* Analyze information to solve ongoing problems and implements procedures and approaches to complete work
* Experience designing or maintaining training materials and curriculum is preferred
* Familiarity with quality scorecards or performance tracking tools to support coaching and development is a plus Pay range: $28.63/hour-$42.21/hour depending on experience and skill set Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* 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. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
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 Relations Quality Analyst plays a key role in ensuring an exceptional customer experience by evaluating the quality of customer interactions across multiple channels, identifying skill gaps, and driving continuous improvement. This role is responsible for facilitating classroom training, coaching, and feedback to enhance team performance, maintaining up-to-date training materials, and supporting process improvements. Additionally, the Customer Relations Quality Analyst monitors and responds to customer feedback, analyzes quality trends, and partners with leadership to strengthen both coworker development and customer satisfaction. They also maintain and analyze quality scorecards to track performance and guide coaching efforts. This role drives companywide quality standards so that CDW is seen as the industry leader in customer service.
* What you'll do:
* Facilitate classroom style training sessions as a primary responsibility including onboarding for new hires and ongoing departmental training.
* Evaluate quality on customer facing transactions including, but not limited to, calls, cases, incidents, returns, emails, and online chats for all areas.
* Perform skill gap trending analysis and provide feedback for department and role specific areas.
* Maintain/update training curriculum.
* Conduct monthly coaching sessions with coworkers to improve their areas of opportunity and reinforce positive behaviors.
* Respond to and track all customer complaints including, but not limited to, letters, surveys, social media complaints and customer loyalty surveys.
* Deliver summary of feedback, communicate progress and resolutions, analyze quality trends and deliver feedback to any assigned management teams.
* Provide training updates and ensure updates are communicated to the leadership team.
* Contribute to department resources by developing manuals and curriculum for on-boarding new coworkers.
* Create, maintain, and analyze quality scorecards to monitor performance, identify trends, and guide coaching and training efforts.
* Assist coworkers and management as needed or in periods of high volume.
* Participate in process improvement initiatives that drive a solid balance of productivity and providing positive "one touch" experiences for our customers.
* What we expect of you
* High School Diploma or General Education Degree
* 2+ years of experience facilitating group or classroom training in a corporate environment with a focus onboarding and skill development
* 2+ years of customer service experience
* Previous experience conducting group or classroom coaching/training in a corporate environment
* Excellent verbal and written communication skills with the ability to effectively interact with and present to all stakeholders.
* Appropriately deliver both positive and constructive feedback to others.
* Balance competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
* Work independently with little direction.
* Strong organizational and time management skills.
* Ability to quickly learn new applications and processes and put them into practical use.
* Possess creative problem-solving skills and take responsibility to resolve customer situations.
* Leverage extensive knowledge of policies and tools to guide team direction and improvements
* Analyze information to solve ongoing problems and implements procedures and approaches to complete work
* Experience designing or maintaining training materials and curriculum is preferred
* Familiarity with quality scorecards or performance tracking tools to support coaching and development is a plus Pay range: $28.63/hour-$42.21/hour depending on experience and skill set Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* 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. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
What the Team is Saying
Phil
Practice Vice President
Mason
Sales Intern
Kevin Denison
Director, Strategic Initiatives — U.S. Commercial
Christine A. Leahy
Chair and Chief Executive Officer
CDW Compensation & Benefits Highlights
How does CDW ensure its pay and bonus plans are competitive?
CDW supports competitive pay and bonus plans through a broad total rewards approach that combines performance-focused compensation, strong benefits, long-term financial support, and the stability of a large established company.
- Total rewards philosophy: CDW’s compensation approach is built around more than base salary alone. Its ESG report says the company uses competitive compensation and performance-focused pay practices designed to reward excellence and support coworkers’ professional and financial growth. That philosophy is reinforced by a broader total rewards package that supports physical, emotional, financial, and social wellbeing.
- Performance-based pay and incentives: CDW explicitly describes its pay practices as performance-focused, indicating that compensation is designed to recognize strong individual contribution and results. Employee feedback also points to meaningful earning potential in some roles, along with merit increases and incentive opportunities, especially in performance-driven functions.
- Structured compensation components and financial support: CDW strengthens compensation competitiveness through multiple financial programs beyond salary. These include a 401(k), employee stock purchase plan, life insurance, disability coverage, accident-related insurance, and charitable gift matching. Together, these programs help support both short-term financial needs and longer-term financial security. CDW also connects compensation to career growth through its Global Career Framework, which helps employees see how advancement and future opportunities fit into the broader organization.
- Benefits as part of total compensation: Benefits are a major part of CDW’s competitive rewards story. The company offers healthcare, parental leave, adoption support, wellbeing resources, commuter benefits, legal assistance, and tuition reimbursement, among other offerings. Its ESG report also notes that in 2023 CDW made additional investments by reducing the benefits waiting period for new hires and increasing paid leave for primary parental caregivers and bereavement. Employees frequently mention benefits, PTO, flexibility, and job stability as strengths of the company’s overall package.
- Scale and stability: CDW’s size and market position also reinforce its ability to offer competitive rewards. As a Fortune 500 and S&P 500 company with about $21 billion in annual net sales and ~15,100 coworkers, CDW has the scale to provide broad benefits, structured pay programs, and long-term stability.
- External signals: Employee feedback points to several strengths in CDW’s rewards package, including mentions of generous compensation, strong benefits, stock options, merit increases, and financial stability. While compensation experiences can vary by role, reviews consistently suggest that benefits and overall package strength are important parts of CDW’s employer value proposition.
Bottom line: CDW supports competitive pay through a well-rounded total rewards model that combines performance-focused compensation, strong benefits, financial protection, and long-term career stability. It is especially well positioned for employees who value comprehensive benefits, growth opportunities, and the backing of a large, established technology company.
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The Company
What We Do
CDW Corporation 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. For more information about CDW, please visit www.CDW.com. Our broad array of products and services range from hardware and software to integrated IT solutions such as security, cloud, hybrid infrastructure and digital experience.
Why Work With Us
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.
Gallery
CDW Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
CDW is committed to offering a high quality, flexible work experience centered around connection, collaboration, and coworker well-being. Our flexible hybrid approach enables coworkers to get the best of working from home and being together.
Typical time on-site:
Not Specified
