Quality Performance Associate

ISACA • Schaumburg, IL

1d • $48,248 - $67,527

About The Position

As a member of ISACA’s Quality Performance team, the Quality Performance Associate provides model and appraisal method support for certified and registered professionals. The role conducts detailed quality reviews of CMMI and MDDAP appraisals and monitors key performance and compliance indicators for CMMI courses. It also tracks and manages delivery-specific waiver requests and provides focused support to CMMI Partners and their service deliveries. The associate assesses product or service issues and resolves basic and complex technical and support problems, escalating matters that require complex technical interpretation, exception approval, or management decisions to the Manager, Quality Performance.

The position may require periodic onsite attendance, either currently or in the future, based on business needs. Occasional travel may be required for company-sponsored events, meetings, all-hands gatherings, training sessions, or other activities necessary to support the role’s essential functions.

Requirements

• High school diploma or equivalent education, or equivalent work experience.
• At least 2 years of relevant experience in quality assurance, customer service, or a related function.
• Experience in a customer-facing role.
• Proficiency with Microsoft Office products, including Word, PowerPoint, and Excel.
• Ability to excel in a fast-paced environment, embrace change, and use good judgment to make fair and consistent decisions.
• Ability to present ideas, approaches, and information clearly.
• Ability to work without supervision and with extensive latitude for independent judgment.
• Strong attention to detail.
• Ability to work collaboratively on a team.
• Ability to rapidly acquire new knowledge.
• Commitment to the company’s purpose and values.

Nice To Haves

• Associate degree in Business, Communications, or Management, or current enrollment in a bachelor’s program.
• At least 4 years of relevant experience, including hands-on experience performing quality reviews, compliance reviews, or similarly structured evaluations.
• Experience with CMMI and/or other process improvement models.
• Experience working with a global customer base.
• Experience with business systems such as CRM/Salesforce and MS Office.
• Multilingual skills; Mandarin or Spanish is a plus.
• Certification as a CMMI Practitioner.

Responsibilities

• Review CMMI and MDDAP appraisals for compliance with CMMI methods, policies, and standards.
• Provide tier 2 product support for complex technical and support problems transitioned from the CEC by researching, analyzing, and monitoring customer needs and responding appropriately; move customers to tier 3 product support for extremely complex technical or support problems.
• Perform quality checks on secondary course and appraisal data points and monitor automated system alerts related to leading indicators of potential method or policy violations.
• Assist in creating and maintaining guidance pieces for the CMMI Partner community, perform reviews, and conduct user acceptance testing coordinated with internal development teams as needed.
• Track and manage delivery-specific waiver requests and provide focused support to CMMI Partners and their service deliveries.
• Assess product or service issues, resolve basic and complex technical and support problems, and escalate matters requiring complex technical interpretation, exception approval, or management decisions to the Manager, Quality Performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED