Job Summary

About The Role:

  • The Customer Experience Quality Specialist integrates with our Global Customer Success organisation, with a core focus on exceptional service delivery and global operational consistency. This professional will assume responsibility for systematically auditing support cases, telephone communications, and chat interactions to rigorously verify adherence to established quality standards, emphasising the customer experience.
  • The Customer Experience Quality Specialist will be instrumental in the development and deployment of robust quality frameworks and will collaborate extensively with Artificial Intelligence (AI) teams to ensure 100% accuracy in automated auditing processes. A key function of this role is delivering training to the global Customer Success organisation to drive global service delivery standardisation and consistency.
  • Furthermore, this role encompasses conducting formal calibrations, maintaining consistency in scoring methodologies, and generating actionable insights to drive measurable improvements in team performance and overall customer satisfaction.

What you'll do:

  • Quality auditing, monitoring, and evaluation
    • Audit customer support cases, phone calls, and chat transcripts for accuracy, empathy and tone, compliance to service delivery standards, and resolution quality.
    • Identify trends, systemic failures, process bottlenecks, limitations, and improvement areas for the service delivery experience.
    • Ensure case audits are objective, impartial, consistent, and aligned with defined quality criteria.
  • Quality framework development:
    • Design and implement scalable quality frameworks for case handling and call/chat handling.
    • Define quality KPI metrics, scoring guidelines, and benchmarks to ensure consistent and fair evaluation of support interactions.
    • Continuously update frameworks based on product updates, process changes, and customer expectations.
  • Service quality at scale with AI and automation:
    • Partner with AI/ML teams to ensure automated auditing tools are calibrated and deliver accurate and consistent case evaluations.
    • Validate and refine AI-generated quality scores, signals, and insights.
    • Provide feedback loops to continuously improve the precision and contextual understanding of AI tools and systems
  • Insights to drive calibrations and global consistency:
    • Facilitate regular calibration sessions with team leads, managers, senior managers and peers to align on service quality, consistency, and excellence expectations.
    • Ensure consistent service delivery scoring across global Customer Success teams.
    • Build mechanisms to reduce subjectivity in evaluations.
  • Training, coaching, and continuous feedback:
    • Develop and regularly deliver comprehensive training sessions to the global Customer Success organisation, focusing on driving service delivery excellence and ensuring global consistency in customer interactions and quality standards.
    • Deliver constructive, data-driven feedback to frontline engineers and their managers.
    • Track improvements in Customer Success performance post-feedback and recalibrate goals as needed.
  • Reporting and insights:
    • Synthesise quality metrics and audit findings into executive-level reports, providing support to leadership with a clear view of global service quality, consistency, and adherence to standards.
    • Provide actionable insights to influence coaching, process improvements, and policy changes.
    • Identify systemic issues and recommend changes to improve the customer journey.
  • Escalation investigation and service delivery failure analysis:
    • Track, review, and analyse customer escalations to identify underlying service delivery failures and gaps.
    • Conduct thorough root cause analysis for critical incidents and recurring issues, partnering with relevant teams to implement corrective actions.
    • Generate and maintain service delivery failure reports, highlighting key findings, impact, and recommendations for preventative measures.
    • Present insights from escalation trends to leadership to drive strategic improvements in support processes and service delivery.
  • Cross-functional collaboration:
    • Share key insights with the Support Operations team on product usability and supportability, enabling them to effectively collaborate with Product Engineering to drive product improvements.
    • Represent the voice of the customer internally to advocate for continuous service improvement.
  • Case deflection and self-service optimisation:
    • Analyse customer support interactions to identify common issues and knowledge gaps that lead to avoidable cases.
    • Collaborate with the Knowledge Management and Forums team to develop and refine self-service content (e.g., FAQ, knowledge base articles, troubleshooting guides, etc.) to empower customers to resolve issues independently.
    • Track the effectiveness of self-service initiatives and recommend improvements to reduce inbound case volume.
    • Provide insights to product and engineering teams on areas where product improvements or UI/UX enhancements could proactively prevent support inquiries

Experience you’ll need:

  • 5+ years of hands-on experience in supporting quality assurance in a SaaS/On-prem, enterprise IT, or cybersecurity environment.
  • Proven experience designing and managing Customer Success Quality programs within a Technical Support organisation.
  • Expert-level knowledge of support interaction channels (cases, phone, community, Slack, etc.) and modern support and quality tools such as Salesforce Service Cloud and other support platforms.
  • Experience working with AI-based quality or automation tools.
  • Excellent analytical, communication, and interpersonal skills.
  • Strong attention to detail with an action-driven mindset, to ensure swift and accurate execution.

Why quality is essential at Rubrik:

  • Rubrik’s promise to customers is built on trust, resilience, and exceptional support. This role directly contributes to elevating our global service reputation by ensuring every customer interaction meets a high bar of professionalism, empathy, technical accuracy, and customer-centricity. The Customer Success Quality Specialist will act as a key contributor to operational excellence and global service delivery consistency and standardisation, transforming raw data into strategic insights that shape our training programs, support processes, and overall customer journey.
  • Tools: Google Agent Assist, Forethought, Call minor

Join Us in Securing the World's Data

Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes. 

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Inclusion @ Rubrik

At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.

Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.

Our inclusion strategy focuses on three core areas of our business and culture:

  • Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.

  • Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.

  • Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.

Equal Opportunity Employer/Veterans/Disabled

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

EEO IS THE LAW

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS

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