Senior Manager, Customer Experience - Training and Quality
Bengaluru, Karnataka, India
Posted 16 hours ago
Last seen 3 hours ago
Active
full-time
Customer Experience
Job Summary
Lead the charge in elevating player support at Rockstar Games as a Senior Manager, Customer Experience - Training & Quality. This pivotal role focuses on designing and implementing world-class training and quality assurance programs to ensure exceptional player interactions.
About this job
Rockstar Games is seeking a passionate Senior Manager, Customer Experience - Training & Quality. This role involves owning and executing the strategy, systems, and standards for player-facing agent onboarding, training, evaluation, coaching, and development. The successful candidate will lead the Agent Training & Quality function, ensuring every interaction reflects Rockstar's standard of excellence.
Requirements
- 12+ years in Customer/Player Experience, Contact Center Operations, or CX Performance roles.
- 8+ years leading Training, QA, or CX Performance teams at scale.
- Experience managing and developing senior individual contributors or small teams responsible for QA, training, or agent enablement functions.
- Proven experience building and executing scalable training and quality assurance programs across BPO/outsourced workforces across time zones.
- Experience designing and governing quality frameworks, scorecards, and calibration processes.
- Strong analytical skills with demonstrated use of CX metrics (Customer Satisfaction Score, Net Promoter Score, QA scores, First Call Resolution) to drive decisions.
- Hands-on experience with Customer Relationship Management, QA tools, and Learning Management platforms.
- Demonstrated ability to operate as both a strategic leader and executor.
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