Reinsurance Group of America

Director, Customer Quality

Creve Coeur, Missouri, United States of America · Director

Sponsorship not specified$107k-$159kDetected 51 days ago

AuditingCustomer SupportCiscoLeadershipCommunicationProblem SolvingMentoringInternal Audit

About the role

You're RGA ready 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.

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.
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 maintain detailed training materials for Help Desk and Enterprise Access Management staff.
Communicate with Help Desk and EAM to keep them informed of important developments, potential problems, and related information necessary for effective Support delivery.
To create a modern and seamless experience, we use artificial intelligence (AI) in parts of our preliminary screening process.
Lead the quality delivery of customer experience through the Help Desk.

Gain valuable knowledge from and experience with diverse, caring colleagues around the world.
Develop and implement strategies to continually elevate the customer experience with Global Technology support.
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.
Required Strategic thinker and leader able to develop, plan, execute a strategy and anticipate scenarios and potential issues and consequences.

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 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 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.

$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.
Understanding RGA's story starts with getting to know us.
Driven by our purpose, we work to solve today's challenges while looking ahead to tomorrow.
We are thinkers, creators, and innovators.
We are each unique, yet we share a belief that change happens when people collaborate for good.

This listing is sourced directly from Reinsurance Group of America's careers page and normalized into a canonical job model.