Customer Relations Quality Analyst

CDW • Vernon Hills, IL

125d • $28 - $42

About The Position

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. 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 delivering 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. This role drives companywide quality standards so that CDW is seen as the industry leader in customer service.

Requirements

• High School Diploma or General Education Degree
• 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.
• Ability to appropriately deliver both positive and constructive feedback to others.
• Ability to balance competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
• Ability to 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 implement procedures and approaches to complete work.

Responsibilities

• 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.
• Facilitate classroom style training for new hires, as well as other departmental training.
• 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.
• 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.

Benefits

• Pay range: $28.63/hour-$42.21/hour depending on experience and skill set
• Benefits overview available at https://cdw.benefit-info.com/

What This Job Offers

• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED