Sr. Manager, Customer Experience Quality

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. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels.

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.

The Senior Manager, Customer Experience Quality drives excellence within the global Customer Experience team by identifying areas for improvement to promote customer excellence. This role involves analyzing feedback, overseeing quality audits, training staff to ensure they have skills and tools required to achieve the department’s vision, strategy, and performance standards to drive continuous improvement across all customer touchpoints.

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, ensure alignment and adoption across all appropriate team functions.
• 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, partnering with key internal stakeholders to integrate and execute programs and processes.
• Develop streamlined and effective inter-departmental processes for case management – triaging, tracking and resolution.
• Foster and establish open communication channels with key internal stakeholders to address challenges and roadblocks to day-to-day efficiencies and challenges.
• 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 to enhance the customer experience.
• Collaborate with cross-functional teams to design and execute customer experience initiatives that enhance overall satisfaction and loyalty.
• Provide regular feedback and coaching to customer support teams based on quality evaluations.
• Lead root cause analysis for customer satisfaction metrics, identifying areas for improvement and driving actionable solutions.
• Create and maintain reporting dashboards to monitor CX quality metrics and deliver insights to stakeholders.
• Conduct regular training sessions for customer service representatives to enhance their skills.
• Gather and analyze customer feedback, utilizing insights to refine customer experience strategies and initiatives.
• Manage and execute key integration projects that are 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 and procedural changes.
• Perform miscellaneous duties as assigned.

Behavioral Competencies

• Ability to demonstrate the five ISC2 core values - Integrity, Advocacy, Commitment, Inclusion and Excellence.
• Demonstrate respect for colleagues and subordinates.
• Demonstrate "big picture" vision, yet the ability to roll up sleeves and pitch in where necessary.
• Possess self-awareness and high emotional intelligence.

Management Responsibility

• Employee Development - Provides feedback, coaches employees appropriately, takes mentoring role, challenges, and develops employees.
• Employee Management - Defines responsibilities, motivates employees, delegates well, rewards appropriately and drives accountability.

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, with a focus on collaboration and teamwork.

Education and Work Experience

• Bachelor’s degree or equivalent, required.
• Over eight (8) years of experience in training, customer experience management or quality assurance, preferably in a customer service environment.
• Experience managing customer improvement projects and driving continuous improvement.
• Experience developing and managing quality and training programs and initiatives.
• Effective public speaking and presentation experience required.

Physical and Mental Demands

• Up to 5% travel required (some international travel is required).
• Work normal business hours and extended hours when necessary.
• Regular use of office equipment such as a computer/laptop and monitor computer screens.
• Remain in a stationary position, often standing or sitting, for prolonged periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.

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.