Director, Customer Quality
About the role
You will lead the quality delivery of customer experience through the Help Desk, drive the development of policies, procedures, standards and best practices for Global Technology Support Services, and supervise and mentor leads within the Help Desk and Enterprise Access Management teams.
Responsibilities
- Develop and implement strategies to continually elevate the customer experience with Global Technology support.
- Collaborate with Global Technology support leaders to set goals and implement strategic plans that elevate the consistency, efficiency and quality of the RGA workforce experience with Help Desk, EAM or other product support.
- Audit, track, analyze and report to other leaders on the service performance and quality delivery of the customer support provided by teams across Global Technology, the Help Desk and EAM.
- Develop and implement action plans to consistently achieve targets in Customer Quality, NPS, and Service Quality measures.
- Supervise and provide mentorship for leads within the Help Desk and Enterprise Access Management teams.
- Handle and personally champion escalations for specific support delivery requests and incident management to complete resolution and customer satisfaction.
- Complete quality assurance checks on service delivered, providing a manual evaluation of services to the RGA standards, Help Desk phone call audits, Help Desk and EAM ticket audits and publish a monthly quality scorecard.
- Create and facilitate learning initiatives to align consistency in quality customer service delivery across Global Technology.
- Create and maintain detailed training materials for Help Desk and Enterprise Access Management staff.
- Documented evaluation on agent quality and work with the Director of the Help Desk. Identify and accountability to carry out action plans when staff quality is at risk.
- Communicate with Help Desk and EAM to keep them informed of important developments, potential problems, and related information necessary for effective Support delivery.
- Facilitate quarterly stewardship meetings for key consumer groups within the RGA Workforce to continually improve the customer experience.
Requirements
- Bachelor’s Degree in Arts/Sciences (BA/BS) or equivalent experience - Required
- Master’s degree in Arts/Sciences (MA/MS) preferred
- 10+ Years PC Support/IT support and/or Call Center experience - Required
- 3+ Years experience in supervisory or management role required
Qualifications
- Advanced oral and written communication skills, demonstrating the ability to convey business terminology that is meaningful and well received by the customer.
- Advanced ability to translate business needs and problems into technical solutions.
- Advanced people management skills, demonstrating an ability to lead, mentor and develop staff.
- Advanced ability to work well within and manage a team.
- Strategic thinker and leader able to develop, plan, execute a strategy and anticipate scenarios and potential issues and consequences.
- Advanced analytical and problem-solving skills.
- Ability to manage multiple projects and/or sub-teams simultaneously, including the ability to delegate key areas of responsibility.
- Ability to adapt to new methods, work under tight deadlines and stressful conditions.
- MS Office, ServiceNow, Cisco Call Solution, Windows - Required
- LOMA certification - Preferred
Benefits
Your RGA recruiter will work closely with you every step of the way to ensure the process feels personal, thoughtful, and focused on you. Compensation Range $107,060.00 - $159,390.00 Annual Base pay varies depending on job-related knowledge, skills, experience and market location. In addition, RGA provides an annual bonus plan that includes all roles and some positions are eligible for participation in our long-term equity incentive plan. RGA also maintains a full range of health, retirement, and other employee benefits.
Pay
$107,060.00 - $159,390.00 Annual Base pay varies depending on job-related knowledge, skills, experience and market location.
Schedule
N/A