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CDW Senior Quality Analyst – Managed Services in Madison, Wisconsin

The Senior Quality Assurance Analyst role facilitates management awareness of delivered quality for the organization. for Continual Service Improvement, Post Incident Reviews, tracks post incident review tasks to resolution, identifies systemic quality issues, performs root cause and identifies both corrective and preventative actions to address systemic issues. The Senior QA Analyst aids in the identification of continuous process improvement of QA standards, and practices.

Key Areas of Responsibility

Quality Leadership

  • Develops the quality assurance strategy, plan and over sees execution.

  • Sets quality assurance performance objectives and is accountable for these objectives.

  • Escalates quality assurance issues to leadership.

  • Leads more complex quality assurance projects/initiatives.

  • Remains informed of industry trends and best practices.

  • Maintain up-to-date industry certifications related to quality assurance.

  • Develop and mentor junior level quality assurance analysts.

Continual Service Improvement (CSI)

  • Improving the user experience and the quality of existing services is at the heart of the value delivered by CSI. Formal, proactive continual service improvement (CSI) is required to achieve high levels of performance. Responsibilities include, but are not limited to:

  • Continually measure the performance of the service and making improvements to processes, services, and infrastructure to increase efficiency and effectiveness.

  • Decompose business problems quickly and work with the project team to determine the root cause and provide solution alternatives.

  • Ability to perform Root Cause Analysis (RCA) and identify both corrective actions and actions to prevent recurrence.

  • Facilitate identification and prioritization of departmental continual service improvement initiatives.

  • Independently solves problems/delivers creative solutions.

  • Leads ad hoc teams in structured problem-solving efforts and communicating status to leadership on projects/initiatives/conclusions.

  • Coaches service coworkers on continuous improvement opportunities.

Performance Analysis

  • Monitor performance and quality control plans to identify issues and opportunities for improvements.

  • Make recommendations about the methods and ways to improve quality and the efficiency of performance data.

  • Capable of collecting and interpreting performance data, analysing results and reporting the results back to appropriate members of the business

  • Identifying patterns and trends in data

  • Working alongside teams within the business or the management team to establish business needs

  • Defining new data collection and analysis processes

Process Evaluation

  • Identify and document the current state of processes and elicit their useful and harmful attributes.

  • Facilitate stakeholder groups to consensus regarding new business process design.

  • Manage process change and educate business users responsible for managing and operating business processes.

  • Collaborate with stakeholders to clarify project requirements and business objectives and acquire commitments.

  • Derive a detailed understanding of the stated business problem and objectives and work with the stakeholder and technical team toward resolution to achieve the objectives.

Process Adherence / Quality Assurance

  • Create, deploy, maintain and evolve process quality standards that results in an exceptional customer experience for delivered service quality.

  • Evaluate / audit performance for organizational processes and assess process adherence/compliance of individuals participating in the organizational processes.

  • Provide constructive feedback and coaching to individuals deviating from processes that results in improvements in overall delivered quality.

  • Monitor, measure, and provide feedback on process performance.

  • Monitor, measure, and provide feedback on organizational performance metrics to identify systemic issues and opportunities for improvement.

Post Incident Review (PIR)

  • Facilitate independent review of an escalated incident(s) that involves discovery discussions with customer success team members to understand customer impact. engineers and support staff that worked on the incident.

  • Work with personnel involved in the incident to identify details and contributing factors of what occurred to identify root causes and actions to prevent recurrence.

  • Create a written report that includes but is not limited to the problem description, impact, root cause, additional issues, action items, vendor escalations, and timeline.

  • Review written report internally with personnel involved personnel and appropriate management to clarify questions and align all personnel that will be involved in the delivery to the customer on issues and actions.

  • Deliver results of the post incident review in a presentation to the customer and facilitate discussion to verify the proposed actions address the customer’s concern(s).

  • Track PIR tasks to completion and verify expected result is achieved.

  • Identify systemic issues across PIRs, performs root cause and identify both corrective and preventative actions to address systemic PIR issues.

  • Create management awareness of systemic PIR issues.

Other potential responsibilities may include, but are not limited to:

  • Maintenance and tracking functional team training.

  • Creation and maintenance of functional/organizational team distribution lists.

Qualifications

Education and/or Experience Qualifications

  • 5 years IT Quality Management, Quality Assurance, Process Optimization and/or Continual Service Improvement.

  • Bachelor’s Degree in Information Technology, Computer Science, Engineering, Mathematics, other STEM or equivalent experience.

Other Required Qualifications

  • Ability to effectively and efficiently perform root cause analysis.

  • Ability to collaborate with subject matter experts to identify actions to prevent recurrence.

  • Ability to track both corrective and preventative actions to completion and assess expected result is achieved.

  • Excellent written and verbal communication skills with the ability to effectively communicate with project stakeholders and senior leadership.

  • Demonstrable problem solving and analytical skills with strong oral, written and presentation skills

Preferred Qualifications

  • Experience with Managed Services Service Transition, Service Delivery, and quality assurance.

  • Experience in service provider environment.

  • Lean Six Sigma Green Belt Certified.

  • ITIL Foundations Certification

Senior Quality Analyst – Managed Services

* Madison, WI *

19002272

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