Quality and Training Specialist

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.