Quality Assurance Analystat CDW Careers (UK)

Description

ABOUT CDW

CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. CDW prides itself on being ‘People Who Get IT’ and ‘People who get People’. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

JOB SUMMARY

As our Quality Assurance Analyst, you will be performing telephony and ticket related checks across a variety of service operations and functions. When performing these checks, you will have a customer centric viewpoint to deliver a better experience for our customers. Your aim will be to drive continuous improvement through using current best practice as a starting metric and collaborating with teams to ensure these are met as a minimum customer experience. You will act as a role model for new members of the team and support with training as required, whilst keeping up to date with best practise procedures. The role benefits from being hybrid with a minimum of two days a week in the office and three working from home.

KEY RESPONSIBILITIES

• Listen to calls, read transcripts, and ticket details to ensure best practise is adhere to
• Document each QA check and maintain a log of checks made
• Ensure a consistent customer experience
• Make sound and impartial decisions when performing checks
• Work collaboratively to drive improvements
• Provide insights and highlight trends to stakeholders

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

QUALIFICATIONS, SKILLS AND EXPERIENCE

• Experienced in using Microsoft software solutions with a focus on M365
• Experience of working to SLA, OLA, XLA and delivering KPIs
• Working knowledge of IT services, platforms, equipment, and applications with an understanding of the ITIL framework and the various associated disciplines

ESSENTIAL ATTRIBUTES

• An effective communicator, verbal and written, with the ability to communicate to both technical and non-technical audiences
• Excellent administration skills
• A passionate, highly self-motivated, and independent worker
• You will be quality orientated with an acute attention to detail whilst working under pressure
• A proactive, sound, and impartial decision maker, able to highlight improvement opportunities and work collaboratively to deliver them

CUSTOMER FOCUS AND WAYS OF WORKING

• Each coworker is accountable for their actions and is required to exercise good judgment in everything they do
• Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role
• Each coworker has a responsibility to ask questions when they are unsure of CDW’s values, standards and policies, and to take action if they believe someone else is not acting consistently with those values, standards and policies
• Each coworker is responsible for maintaining customer focus and for periodically reviewing the Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement. Coworkers must report any customer problems, feedback, service outages, and service improvement suggestions to management
• Each coworker is required to comply with CDW’s policies relating to Information Security and Data protection, specifically to:
• Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
• Treat the security of all information assets according to their designated information security classification
• Ensure that they only access information assets that they are authorised to do so
• Adhere to the procedure for reporting any security weakness or event o Commit to, and participate in, personal development of information security awareness & knowledge
• Comply with all laws and contractual obligations regarding the protection of data