Associate Director CX Training and Quality

At Rockstar Games we create world-class entertainment experiences. 

Become part of a team working on some of the most rewarding large-scale creative projects to be found in any entertainment medium - all within an inclusive highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry.

Rockstar is seeking an Associate Director Customer Experience -- Agent Training & Quality to join our team. This role will own and execute the strategy systems and standards that determine how player-facing agents are onboarded trained evaluated coached and developed ensuring every interaction reflects Rockstar's standard of excellence.  This role leads the Agent Training & Quality function including maintaining 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. 

• The Rockstar Games Customer Experience Team focuses on improving the relationship between our games and our players with the goal of delivering a seamless support experience.  
• We help improve the overall player journey by resolving issues quickly and efficiently.  
• We manage global support operations across multiple languages channels and locations. 

• Design and continuously improve agent training including onboarding upskilling product launch readiness and certification ensuring agents are fully prepared before handling live player interactions.
• Own the quality assurance framework including scorecards evaluation criteria 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 it drives 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.

• 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.

Please note that these are desirable skills and are not required to apply for the position.

• 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.

Please apply with a resume and cover letter demonstrating how you meet the skills above. If we would like to move forward with your application a Rockstar recruiter will reach out to you to explain next steps and guide you through the process.

Rockstar is committed to creating a work environment that promotes equal opportunity dignity and respect. In line with this commitment Rockstar will provide reasonable accommodations to qualified job applicants with disabilities during the recruitment process in order for such applicants to be considered for the position for which they are applying as well as to qualified employees to enable them to perform the essential functions of their roles. If you need more information about Rockstar’s reasonable accommodation policies or process or need to request an accommodation please notify your recruiter during the interview process.                             

If you’ve got the right skills for the job we want to hear from you. We encourage applications from all suitable candidates regardless of age disability gender identity sexual orientation religion belief race or any other protected category.

What We Do

Want to be a part of the team responsible for creating and publishing some of the most popular and critically-acclaimed games in the world including franchises such as Grand Theft Auto Max Payne Red Dead and more? At Rockstar Games we focus intently on quality and content to proudly produce exactly the kind of games we would want to play ourselves. A career at Rockstar Games is about passion and commitment to the projects and to each other all while working on some of the most creatively rewarding and challenging projects to be found in any entertainment medium with some of the most talented people in the industry. We offer successful candidates a highly competitive salary and compensation package including a comprehensive benefits package for all full-time hires. Rockstar Games is an equal opportunity employer.