Director, Customer Quality

Reinsurance Group of America, Incorporated•Creve Coeur, MO

4d•Hybrid

About The Position

RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 200 Company and listed among its World’s Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all. Lead the quality delivery of customer experience through the Help Desk. Responsible for the development, implementation and optimization of RGA workforce support experiences. Drive the development of policies, procedures, standards and best practices Global Technology Support Services.

Requirements

Bachelor’s Degree in Arts/Sciences (BA/BS) or equivalent experience - Required
10+ Years PC Support/IT support and/or Call Center experience - Required
3+ Years experience in supervisory or management role required
Ability to evaluate project objectives and scope feasibility, gain understanding, schedule resources, and manage budget to plan - Required
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 - Required
Advanced people management skills, demonstrating an ability to lead, mentor and develop staff.
Advanced ability to work well within and manage a team - Required
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 - Required
Ability to manage multiple projects and/or sub-teams simultaneously, including the ability to delegate key areas of responsibility - Required
Ability to adapt to new methods, work under tight deadlines and stressful conditions - Required
MS Office, ServiceNow, Cisco Call Solution, Windows - Required

Nice To Haves

Master’s degree in Arts/Sciences (MA/MS) preferred
LOMA certification - Preferred

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.
Assess and evaluate customer satisfaction and service quality.
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. This includes hiring, training, evaluating and coaching.
Meeting regularly to discuss performance issues, projects, changes in procedures and/or duties, completing performance reviews.
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 publishing a monthly quality scorecard.
Support all audit and compliance requests for evidence or information on Help Desk and EAM support processes and procedures.
Provide internal audit function of Global Technology support functions to the published Technical Policies and Standards.
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.
Coordinates/communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.
Facilitate quarterly stewardship meetings for key consumer groups within the RGA Workforce to continually improve the customer experience.