Quality Performance Associate

ISACA® (www.isaca.org) champions the global workforce advancing trust in technology. For more than 55 years, ISACA has empowered its community of 195,000+ members with the knowledge, credentials, training and network they need to thrive in fields like information security, governance, assurance, risk management, data privacy and emerging tech. With a presence in more than 195 countries and with more than 230 chapters worldwide, ISACA offers resources tailored to every stage of members’ careers—helping them to thrive in a rapidly changing digital landscape, drive trusted innovation and ensure a more secure digital world. Through the ISACA Foundation, ISACA also expands IT and education career pathways, fostering opportunities to grow the next generation of technology professionals.

As a member of the Quality Performance team, a Quality Performance Associate provides model and appraisal method support for certified and registered professionals by conducting detailed quality reviews of CMMI and MDDAP appraisals and monitoring key performance and compliance indicators for CMMI courses. This team also tracks and manages delivery-specific waiver requests and provides focused support to CMMI Partners and their service deliveries. Quality Performance Associates must assess the nature of product or service issues and resolve basic and complex technical and support problems, while escalating matters requiring complex technical interpretation, exception approval, or management decisions to the Manager, Quality Performance.

• →Reviews CMMI and MDDAP appraisals for compliance with CMMI methods, policies, and standards
• →Provides tier 2 product support for complex technical and support problems transitioned from the CEC by researching, analyzing, and monitoring customer needs and responding appropriately; moves customer to tier 3 product support for extremely complex technical or support problems
• →Performs quality checks on secondary course and appraisal data points; monitors automated system alerts related to leading indicators of potential method and/or policy violations
• →Assists in the creation and maintenance of guidance pieces for the CMMI Partner community, performs reviews, and user acceptance testing coordinated with internal development teams as needed

• High School diploma or equivalent education or equivalent work experience

• 2+ years of relevant experience in quality assurance, customer service, or a related function

• Experience in a customer-facing role
• MS Office proficiency

• Associates degree in Business, Communications, or Management or current enrollment in bachelors program preferred

• 4+ years of relevant experienceincluding 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 (e.g., CRM/Salesforce, MS Office, etc.)
• Multilingual skills, with Mandarin or Spanish a plus

• Certification as a CMMI Practitioner

• Ability to excel in a fast-paced environment, embrace change, and show 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 on a team in a collaborative environment
• Ability to rapidly acquire new knowledge
• Commitment to company purpose and values 
• Proficiency in Microsoft Office products (Word, PowerPoint, and Excel)

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

ISACA is proud to be an equal opportunity employer. ISACA is committed to building an environment of diversity, equity, and inclusion where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, age, ancestry, disability, genetic information, citizenship, sexual orientation, veteran status, marital status, familial status, military discharge status, or any other characteristic or status protected by federal, state, or local law. We support an inclusive workplace where employees excel based on merit, qualifications, experience, and ability.

USD $48,248.00 - USD $67,527.00 /Yr.