Customer Success, Quality Assurance Analyst – Managed Services

CDW

87d • $62,270 - $86,998

About The Position

The Customer Success Quality Assurance Analyst supports the Senior Quality Assurance Analyst in implementing and maintaining Quality Assurance processes for Managed Services. This role assists in conducting Post Incident Reviews (PIRs), evaluating service delivery quality, and contributing to continual service improvement initiatives.

Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or related field, plus at least 2 years’ experience in IT Quality Assurance in a Services Delivery environment and or related role, OR At least 6 years’ experience in IT Quality Assurance in a Services Delivery environment or related role.
• Familiarity with Lean Six Sigma principles and ITIL Foundations Certification preferred.
• Strong analytical and problem-solving skills.
• Managed Services experience, a plus.

Responsibilities

• Assist in conducting reviews of escalated incidents, collaborating with internal teams and customers to understand impacts and identify root causes.
• Contribute to the creation of detailed reports outlining problem descriptions, impacts, root causes, action items, and timelines.
• Participate in presenting PIR findings to customers and internal stakeholders, and assist in tracking PIR tasks to completion.
• Support in establishing and maintaining quality standards for ticket and call handling to ensure exceptional customer experience.
• Participate in evaluating ticket and call quality, providing data for coaching and leadership metrics.
• Participate in structured problem-solving efforts and communicate project status to leadership.
• Assist in identifying improvement opportunities and contributing to continual service improvement initiatives.
• Support in documenting exceptions to services and ensuring their upkeep and alignment with organizational processes.

Benefits

• Annual bonus target of 10% subject to terms and conditions of plan

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees