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. WHAT WE DO 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. RESPONSIBILITIES 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. 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 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. ADDITIONAL INFORMATION HOW TO APPLY 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. The pay range for this position in New York State (inclusive of New York City) at the start of employment is expected to be between the range below* per year. However, base pay offered is based on market location, and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors. *NY Base Pay Range $116,000—$145,600 USD