Senior Manager, Customer Experience Quality
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Job Description
Senior Manager handling quality assurance for customer experiences at ISC2, a leading cybersecurity nonprofit. Overseeing interactions to ensure excellence and continuous improvement.
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.
- Establishing metrics against which performance will be measured.
- Engaging in call monitoring and email review.
- Implementing self-evaluation and peer evaluation to provide multi-level and multi-directional feedback.
- Rating 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, ensuring best in class experience for members, volunteers and customers.
- 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 (process for tracking and reporting issues and driving resolutions), includes assessing and realigning.
- 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, ensuring adherence to company standards and best practices.
- 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 and ensure a consistent customer experience.
- 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, analyze data to identify areas for improvement and create action plans for individuals and department improvement.
- Review, implement and manage Internal Quality Program.
- Manage Customer Satisfaction (C-Sat) programme.
- Review, implement and manage induction and training program for staff to ensure all new staff are trained to provide our customers with the best possible experience.
- Develop and maintain of Knowledge Management in Confluence.
- Develop, review and manage all documentation to reflect current processes and procedural changes, ensuring all documentation are accurate, current and are in adherence to organization’s policies and procedures.
- Perform miscellaneous duties as assigned.
Requirements:
- 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.
- 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.
Benefits:
- Up to 5% travel required (some international travel is required)
- Regular use of office equipment such as a computer/laptop and monitor computer screens.
- Equal Employment Opportunity Statement
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