CDW · 16 hours ago
Quality and Training Specialist - Hybrid
Vernon Hills / 200 - IL
Full-time
Hybrid
Entry, Mid Level
$28.63/hr - $42.21/hr
2+ years expCDW is a leading provider of information technology solutions. The Quality and Training Specialist is responsible for ensuring exceptional customer experiences by evaluating interactions, facilitating training, and driving continuous improvement in quality standards.
AnalyticsArtificial Intelligence (AI)Cyber SecurityGraphic DesignHardwareInformation TechnologySoftware
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, 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
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
Qualification
Required
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
Balance competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines
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 implements procedures and approaches to complete work
Preferred
Experience designing or maintaining training materials and curriculum is preferred
Familiarity with quality scorecards or performance tracking tools to support coaching and development is a plus
Company
CDW
At CDW, we know how to make technology work so people can do great things.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$58.74M2015-08-01Post Ipo Equity· $58.74M
2013-06-27IPO
2008-07-31Series Unknown
Leadership Team
Christine Leahy
President & CEO
Sanjay Sood
Chief Technology Officer
Recent News
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