Reference code: JR131695
반클리프 아펠은 아름답고 창의적인 환경가운데 탁월한 노하우와 탄탄한 헤리티지를 보유한 하이 주얼리 메종입니다. 우리 메종은 자신의 전문성을 개발하고 전수하는 데 몰두하는 진취적이며 재능 있는 인재를 찾고 있습니다.
반클리프 아펠에서 여러분은 열정적인 전문가들과 함께 메종의 혁신을 이끌어가게 될 것입니다.
우리는 다양한 경험과 배경의 인재를 채용하고 있습니다. 다양성과 포용성 안에서 창의성과 지식이 극대화되어 탁월함을 만들어간다고 확신하며 더욱 다양하고 상호 보완적인 팀을 만들기 위해 지속적으로 노력하고 있습니다.
Are you a good match?
The ideal candidate will have a Bachelors Degree and 5+ years of experience in Quality Assurance, Learning and Development, or a leadership role within a luxury retail Client Relations Center or contact center environment. You will have strong knowledge of Quality Assurance methodologies, contact center operations, and quality evaluation practices within an omnichannel environment, including voice, email, chat, and social media. The ideal candidate will have experience developing and implementing quality assurance frameworks, evaluation scorecards, calibration practices, and monitoring standards; you will also have experience using client experience metrics to inform coaching and support continuous improvement. You will be proficient in Salesforce, Microsoft Office Suite, quality monitoring platforms, CRM systems, and reporting tools.
What are we expecting from you?
The Quality Manager leads Quality Assurance within the Client Relations Center in partnership with the Sr. Regional Trainer. This role establishes quality standards, oversees quality assurance efforts across all regions, evaluates client interactions, facilitates calibration sessions, and provides meaningful insights into quality trends. The Quality Manager owns quality reporting, ensures compliance with Maison standards and the client experience we strive to deliver, while developing frameworks that promote consistency across all channels of communication. This role also supports quality related training initiatives by using quality insights to strengthen Client Advisor performance and elevate the overall client experience. This role reports to the Senior Regional Trainer, CRC and will be based in our Dallas, TX office.
In this role, you will be responsible for the following:
Lead Quality Assurance initiatives across the Client Relations Center, ensuring consistency in Maison standards, service excellence, and the client experience across all communication channels.
Evaluate client interactions to ensure alignment with Maison standards, the selling ceremony, operational procedures, and quality expectations.
Develop and maintain quality assurance frameworks, evaluation scorecards, monitoring standards, and calibration practices that promote consistency across the Client Relations Center.
Facilitate recurring calibration sessions with Leadership team to ensure consistent evaluation standards and scoring practices.
Support the development and facilitation of live and virtual training sessions across all regions of the CRC in areas pertaining to quality and improvement, partnering with leadership and the Sr. Training manager to ensure consistent delivery.
Analyze quality data, client feedback, client satisfaction and client experience metrics, and performance trends to identify opportunities for coaching, development, and continuous improvement.
Partner with the Data & Insights team to develop quality reporting, analyze performance metrics, and communicate insights and recommendations to leadership.
Collaborate with the Sr. Training manager to develop and facilitate quality related workshops, coaching sessions, and learning initiatives that strengthen Client Advisor performance.
Leverage quality findings to enhance training materials, standard operating procedures, knowledge resources, and coaching tools.
Ensure compliance with Maison standards, established procedures, and quality expectations across all client communication channels.
Foster a culture of continuous learning, accountability, and service excellence by reinforcing quality standards and best practices throughout the Client Relations Center.
More than a role…we recruit for a career!
By joining Van Cleef and Arpels, you will be part of a Maison where employee career development is at the heart of our ambition.
Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how and creations.
The recruitment process:
Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist of several interviews at various levels of the organization. Applicants must have valid work authorization for employment in the USA.
Richemont offers a generous compensation and benefits package for eligible employees.
