Summary
The Quality Program Specialist designs and oversees quality assurance programs for Richemont Americas' Client Relations Center. The role evaluates client interactions, analyzes performance, and drives continuous improvement to support best-in-class luxury service.
Responsibilities
- Develop and optimize quality programs, assessment criteria, metrics, scorecards, and reporting across client interaction channels.
- Lead quality review meetings and calibration sessions with Maison management and CRC support teams.
- Use Salesforce and quality monitoring data to identify performance, process, data accuracy, and compliance gaps.
- Analyze trends and root causes, and present KPI reports with actionable recommendations.
- Maintain quality SOPs and documentation for COPC certification audits.
- Back up knowledge management and training activities, including knowledge base updates and internal communications.
Requirements
- Bachelor's degree in Business Administration, Communications, or a related field.
- At least 2 years of experience in a contact center, customer service, hospitality, retail, or equivalent environment.
- Experience in quality assurance or a similar role within a luxury or premium brand; knowledge of COPC practices is highly desirable.
- Proficiency with Microsoft tools, Salesforce or other CRM and quality monitoring systems; SAP ERP and email or chat tools are a plus.
- Strong analytical, communication, presentation, writing, organizational, and client service skills.
