Quality and Training Specialist

CDW

🇺🇸North Las Vegas, NevadaHybrid$28–$42/hr2mo ago

Corporate Instructional Design Corporate Training Training Facilitation Quality Assurance Performance Coaching Curriculum Development

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Summary

The Quality and Training Specialist ensures exceptional customer experiences by evaluating interaction quality, conducting training sessions, and driving continuous improvement across the organization. This role is critical to establishing CDW as an industry leader in customer service.

Key Responsibilities: Facilitate classroom training for onboarding and ongoing development, evaluate customer interactions across multiple channels, provide coaching feedback, maintain training materials, track customer complaints, analyze quality trends, and create performance scorecards to guide coaching efforts.

Skills & Tools: 2+ years of training facilitation and customer service experience, excellent verbal and written communication, strong organizational skills, proficiency with performance tracking tools, and ability to adapt to changing business needs.

Qualifications: High School Diploma or equivalent required; 2+ years of corporate training facilitation and classroom coaching experience preferred, with demonstrated expertise in onboarding and skill development.

Location: Hybrid in North Las Vegas, Nevada, United States with remote flexibility

Job Description

Fast Facts

Join CDW as a Quality and Training Specialist, where you'll enhance customer experiences by evaluating interactions, conducting training, and driving continuous improvement within a dynamic team environment.

Responsibilities: Facilitate training sessions, evaluate customer transaction quality, provide feedback, and analyze performance trends to improve team effectiveness and customer satisfaction.

Skills: 2+ years in training facilitation, customer service experience, excellent communication, strong organizational skills, and adaptability to changing business needs.

Qualifications: High School Diploma or equivalent; experience in corporate training and familiarity with performance tracking tools preferred.

Location: North Las Vegas, Nevada, United States; hybrid role with some remote flexibility.

Compensation: $28 - $42 / Hourly

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

Job Summary:

The Customer Relations Quality Analyst plays a key role in ensuring an exceptional customer experience by evaluating the quality of customer interactions across multiple channels, identifying skill gaps, and driving continuous improvement. This role is responsible for facilitating classroom training, coaching, and feedback to enhance team performance, maintaining up-to-date training materials, and supporting process improvements. Additionally, the Customer Relations Quality Analyst monitors and responds to customer feedback, analyzes quality trends, and partners with leadership to strengthen both coworker development and customer satisfaction. They also maintain and analyze quality scorecards to track performance and guide coaching efforts. This role drives companywide quality standards so that CDW is seen as the industry leader in customer service.

What you’ll do:

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.

What we expect of you

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
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

Pay range: $28.63/hour-$42.21/hour depending on experience and skill set

Benefits overview: https://cdw.benefit-info.com/

Salary ranges may be subject to geographic differentials

We make technology work so people can do great things. 

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.