Reference code: JR132186
At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
The Quality Analyst ensures that the Cartier’s Client Relations Center (CRC) consistently upholds Cartier’s experience standards by monitoring, evaluating, and calibrating client interactions across multiply channels of communication. This role drives continuous improvement through analytics and cross-functional collaboration.
Primary Purpose
This role contributes to operational excellence through structured evaluations, calibration sessions, and actionable recommendations that elevate client experience delivery.
Detailed Responsibilities
- Evaluate client interactions across all channels (voice call, email, chat, social media, and internal communication) to assess and drive our Brand Ambassadors’ adherence to Cartier’s tone, empathy, and service standards.
- Ensure calibration consistency through regular QA sessions with Leadership.
- Identify trends and partner with Training and Operations on improvement plans, including focus topics for new hires and upskilling/redirection for tenured team; anticipates and communicates future needs, and assists with planning/developing/implementing/evaluating quality assessment needs.
- Collaborate with the Business Analyst to link quality trends with operational KPIs.
- Present QA insights to key stakeholder meetings; supports Leadership by synthesizing results and identifying positive trends to celebrate and areas of opportunities to resolve.
- Maintain quality data dashboards and ensure accuracy of reporting.
- Drive adherence to Cartier’s tone, empathy, and service standards.
- Communicate feedback on-the-spot, side-by-side, to reinforce and redirect behaviors.
- Document QA processes and recommend continuous improvement opportunities, , including knowledge of industry and competitive landscape.
Competencies
Technical:
- Proficient in QA tools, CRM systems, and evaluation platforms.
- Analytical: Ability to derive insights from large data sets and present findings clearly.
- Behavioral / Interpersonal: High attention to detail and objective judgment; Outstanding verbal and written communication skills; Organized with excellent interpersonal skills; Professional presence and ability to influence and build consensus among groups
Metrics of Success (KPIs)
- ≥95% completion rate of planned evaluations per month.
- Calibration accuracy ≥90% across QA and Operations alignment.
- Actionable QA insights implemented within 30 days of identification.
Qualifications / Experience
- Bachelor’s degree preferred or equivalent experience in QA or customer experience.
- 2+ years in quality assurance within a luxury, hospitality, or service environment.
Personal skills: Communication/ Influencing
- Curiosity, proactivity, and the ability to anticipate needs before they become issues
- Excellent verbal and written communication skills, especially regarding presentation of data and translating technical information into simple language
- Must display a high level of maturity, poise, and finesse to work with leadership and stakeholders within Richemont
- Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously
At Richemont, We Craft the Future!
Salary will be negotiated based on relevant skills and experience.
