Quality Analyst - Managed Servicesat CDW Careers

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Job ID: 19000111
Updated: Feb 13, 2019
Location: Madison, WI, United States

The Quality Analyst – Compliance and Governance is accountable for investigating and reporting on customer satisfaction and process issues and ensuring quality audit evidence. This individual may also implement and refine changes in QA standards and practices under the direction of the compliance and governance managers. The Quality Analyst – Compliance and Governance is also responsible for keeping documentation current and providing appropriate and timely status, metrics and communication to stakeholders.


Key Areas of Responsibility

  • Perform investigation and analysis of issues and contribution factors that result in a customer satisfaction issue requiring a Post Incident Review (PIR)
  • Assist in, or be accountable for defining how to prevent a recurrence of the PIR causing situation
  • Create project deliverables to address the idenfied risks that led to the situation
  • Assist in the creation and maintenance of the testing portion of the remediation efforts and be accountable for reporting time variances against the project schedule
  • Report and communicate status and metrics to stakeholders
  • Understand how processes and teams interact to support our customers and participate in data refreshes as needed
  • Participate in the implementation of changes to quality assurance policies, practices and documentation
  • Participate in audit evidence gathering and reporting
  • Develop and implement improvement plans to address problems
  • Collaborate across teams to ensure consistent quality service is delivered to our customers at all times
  • Identify, develop and execute on other quality initiatives


Minimum Qualifications

  • 5 years experience in IT Service Industry
  • Bachelor’s degree in Information Technology or equivalent relevant work experience.

Other Required Qualifications

  • Strong business acumen and analytical thinking
  • Creative problem solver
  • Excellent written and verbal communication skills
  • Proven history of working independently, with minimum supervision
  • Track record of balancing multiple priorities simultaneously, adapting to the changing needs of the business without missing deadlines
  • Strong organizationzal skills, a natural attention to deail and excellent time management skills

Preferred Qualifications

  • ITIL Foundation Certified
  • Broad experience across the ITIL Framework
Job Category: Corporate IT
Job Type: Full-Time

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