Senior Manager, CX Training and Quality
On-site · Bengaluru, Karnataka, India
Job Summary
Senior Manager, CX Training and Quality at Rockstar Games based in Bangalore, India. Owns and executes 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. Leads the Agent Training & Quality function, including maintaining partnerships with Knowledge, Live Agent Operations, and BPO partners. Spends the majority of time executing, building, analyzing, and improving training and quality programs directly. Design and continuously improve agent training including onboarding, upskilling, product launch readiness, and certification; improve QA scorecards, evaluation frameworks, and calibration mechanisms; build a data-driven coaching framework and audit BPO coaching quality; own BPO agent quality and compliance; define and manage the agent lifecycle framework; oversee Knowledge content accuracy; manage training communications and change management; track and report quality and training KPIs (Player Satisfaction, QA Score, Time-to-Proficiency, Coaching Completion, Training Completion).
Required Qualifications
- 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 (CSAT, NPS, QA scores, FCR) to drive decisions
- Hands-on experience with CRM, QA tools, and Learning Management platforms
- Demonstrated ability to operate as both a strategic leader and hands-on executor
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