Sr. Manager, Customer Experience Quality in London

Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Inclusion and Excellence — drive everything we do in support of our vision of a safe and secure cyber world.

The Senior Manager of Customer Experience Quality will be responsible for driving the quality of customer interactions across all touchpoints and ensuring our customers receive an exceptional experience. This role requires a strong understanding of customer needs, an analytical mindset, and the ability to implement effective quality assurance processes.

Responsibilities:

• Develop and execute a comprehensive quality assurance strategy plan and initiatives to facilitate the development of a comprehensive Quality Assurance Program.
• Ensure that the Quality Assurance team has the right level of skill and knowledge to execute, oversee and implement a Quality Assurance Program.
• Establish metrics against which performance will be measured.
• Engage in call monitoring and email review.
• Implement self-evaluation and peer evaluation to provide multi-level and multi-directional feedback.
• Rate support interactions using a variety of techniques including call barging, call whispering, silent calling and “mystery member.”
• Execute full collaboration and communication with CX leadership to report on quality performance.
• Perform continuous review and improvement of quality assurance guidelines based on assessment and knowledge gaps.
• Develop and implement quality assurance criteria and processes for customer interactions across multiple channels.
• Monitor, evaluate, and analyze customer interactions to identify trends, areas for improvement, and training needs.
• Integrate cross functionality and effective collaboration to enhance member and customer experience.
• Develop streamlined and effective inter-departmental processes for case management.
• Foster and establish open communication channels with key internal stakeholders.
• Partner with key stakeholders (IT and PMO) to develop rapid response plan.
• Build relationships and collaborate with other teams and stakeholders to analyze data and create strategic action plans.
• Collaborate with cross-functional teams to design and execute customer experience initiatives.
• Provide regular feedback and coaching to customer support teams based on quality evaluations.
• Lead root cause analysis for customer satisfaction metrics.
• Create and maintain reporting dashboards to monitor CX quality metrics.
• Conduct regular training sessions for customer service representatives.
• Gather and analyze customer feedback to refine customer experience strategies.
• Manage and execute key integration projects aligned to the CX Strategy.
• Develop and deliver reports on CX KPIs, SLAs and other success metrics.
• Review, implement and manage Internal Quality Program.
• Manage Customer Satisfaction (C-Sat) programme.
• Review, implement and manage induction and training program for staff.
• Develop and maintain Knowledge Management in Confluence.
• Develop, review and manage all documentation to reflect current processes.
• Perform miscellaneous duties as assigned.

Qualifications:

• Strong knowledge of CRM and customer service KPIs.
• Strong knowledge of phone and live chat systems and technology.
• Proficiency in CX software and tools, as well as Microsoft Office Suite.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent written, communication and interpersonal skills.
• Bachelor’s degree or equivalent, required.
• Over eight (8) years of experience in training, customer experience management or quality assurance.
• Experience managing customer improvement projects and driving continuous improvement.
• Effective public speaking and presentation experience required.

Physical and Mental Demands:

• Up to 5% travel required.
• Work normal business hours and extended hours when necessary.
• Regular use of office equipment such as a computer/laptop.
• Remain in a stationary position for prolonged periods.
• Dexterity of hands and fingers to operate a computer keyboard and mouse.

Equal Employment Opportunity Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law.