CDW is looking to implement and maintain Quality Assurance processes for Managed Services to deliver exceptional customer experience and continual service improvement initiatives.
Requirements
- Familiarity with Lean Six Sigma principles
- ITIL Foundations Certification, a plus
- Strong analytical and problem-solving skills
- Experience with IT Quality Assurance or related role
- Knowledge of quality standards for ticket and call handling
- Experience with structured problem-solving efforts
- Ability to communicate project status to leadership
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.
Other
- Bachelor’s Degree in Information Technology, Computer Science, Engineering, or related field, plus at least 2 years’ experience in IT Quality Assurance or related role, OR
- At least 6 years’ experience in IT Quality Assurance or related role.
- Annual bonus target of 10% subject to terms and conditions of plan
- Benefits overview: https://cdw.benefit-info.com/
- Salary ranges may be subject to geographic differentials
