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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.
Key Areas of Responsibility
Other Required Qualifications
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.
CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation. Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.