Hybrid Quality and Training Specialist

at CDW

• Job title: Quality and Training Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $29 - $42 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Vernon Hills, United States

About the role

• Customer Relations Quality Analyst at CDW facilitating training and evaluating customer interactions. Driving continuous improvement and ensuring high-quality service standards across various channels.

Responsibilities

• 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 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

Requirements

• 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
• 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.
• Familiarity with quality scorecards or performance tracking tools to support coaching and development is a plus

Benefits

• Health insurance
• Professional development opportunities
• Flexible work arrangements
• Paid time off
• Wellness programs