About the Role
Rockstar Games is looking for an Associate Director, Customer Experience -- Agent Training & Quality. This role is crucial for defining and executing the strategy, systems, and standards for how player-facing agents are onboarded, trained, evaluated, coached, and developed, ensuring every interaction meets Rockstar's standard of excellence. You will lead the Agent Training & Quality function and maintain partnerships with Knowledge, Live Agent Operations, and BPO partners. This is a full-time, in-office position based out of Rockstar’s NYC headquarters in Downtown Manhattan.
What We Do (Customer Experience Team)
- Focus on improving the relationship between our games and our players to deliver a seamless support experience.
- Help improve the overall player journey by resolving issues quickly and efficiently.
- Manage global support operations across multiple languages, channels, and locations.
Responsibilities
- Design and continuously improve agent training, including onboarding, upskilling, product launch readiness, and certification, to ensure agents are fully prepared before handling live player interactions.
- Own the quality assurance framework, including scorecards, evaluation criteria, and calibration processes, and execute agent evaluations.
- Build a data-driven coaching framework to define coaching triggers, focus areas, and effectiveness measures, and audit BPO coaching quality to ensure measurable performance improvement.
- Own BPO agent quality and compliance, holding partners accountable for training completion, QA scores, coaching delivery, and agent development outcomes.
- Define and manage the agent lifecycle framework: onboarding standards, career pathing, recognition programs, and retention strategies.
- Own the relationship with the Knowledge team to ensure agent-facing content is accurate, accessible, and high quality.
- Own training-related communications and change management, holding agents accountable for updates before any process change, tool rollout, or product launch goes live.
- Track, report, and own the narrative on quality and training KPIs, including Player Satisfaction, QA Score, Time-to-Proficiency, Coaching Completion, and Training Completion.
Requirements
- 8+ years in Customer/Player Experience, Contact Center Operations, or CX Performance roles.
- 5+ 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 (CSAT, NPS, QA scores, FCR) to drive decisions.
- Hands-on experience with CRM, QA tools, and LMS platforms.
- Demonstrated ability to operate as both a strategic leader and hands-on executor.
Pluses (Desirable Skills)
- Experience in gaming, entertainment, or digital-first consumer environments.
- Experience with AI-driven QA, real-time quality monitoring, or speech/text analytics tools.
- Familiarity with skills-based routing models and agent skill taxonomy design.
- Omnichannel support experience (chat, email, phone, social).
- Bachelor's degree or equivalent experience.