About Rubrik
Simplifying cloud data management for enterprises
Key Highlights
- Raised over $1.3 billion in funding from top investors
- Serves over 3,000 customers including Cisco and UC
- Headquartered in Palo Alto with global offices
- Employs between 1,000 to 5,000 people worldwide
Rubrik is a cloud data management company headquartered in Palo Alto, California, specializing in data backup, recovery, and security solutions. Founded in December 2013, Rubrik has raised over $1.3 billion in funding from investors like Greylock Partners and IVP, and serves over 3,000 customers, in...
🎁 Benefits
Rubrik offers competitive salaries, equity options, generous PTO policies, and a flexible remote work policy to support work-life balance....
🌟 Culture
Rubrik fosters a culture of innovation and accountability, encouraging employees to take ownership of their projects and contribute to the company's m...
Overview
Rubrik is hiring a Customer Experience Quality Specialist to enhance service delivery and operational consistency within their Global Customer Success organization. This role focuses on auditing support interactions and developing quality frameworks to improve customer satisfaction.
Job Description
Who you are
You have a strong background in customer experience management, with a focus on quality assurance and service delivery. Your experience includes auditing customer interactions across various channels, ensuring adherence to quality standards, and identifying areas for improvement. You are skilled in developing training programs that enhance team performance and drive consistency in service delivery. You understand the importance of collaboration with cross-functional teams, particularly in integrating AI solutions to streamline auditing processes. You are detail-oriented and possess excellent analytical skills, allowing you to generate actionable insights from data. You thrive in environments where you can influence quality standards and contribute to a culture of excellence.
Desirable
Experience in a technology-driven environment is a plus, as is familiarity with AI and automated auditing processes. You may have a background in training or coaching teams to achieve high standards in customer service. A passion for enhancing customer experiences and a commitment to continuous improvement will set you apart in this role.
What you'll do
In this role, you will systematically audit support cases, telephone communications, and chat interactions to verify adherence to established quality standards. You will identify trends and systemic failures in service delivery, providing insights that drive measurable improvements in team performance. You will collaborate with AI teams to ensure the accuracy of automated auditing processes, contributing to the development of robust quality frameworks. Additionally, you will deliver training to the global Customer Success organization, focusing on standardization and consistency in service delivery. Your role will involve conducting formal calibrations and maintaining consistency in scoring methodologies, ensuring that all audits are objective and aligned with defined quality criteria.
What we offer
Rubrik offers a dynamic work environment where you can make a significant impact on customer satisfaction and service quality. You will have the opportunity to work with a talented team dedicated to excellence in customer experience. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to deliver exceptional service and drive operational consistency across our global organization.
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