Analytics And Quality Assurance Specialist

Brobston Group; New York (NY); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Commission & bonus incentives based on

Medical, Dental, Vision insurance

Life Insurance and Disability

Paid time off (vacation, holidays, and

Parental leave and transition time

401(k) plan with company match

Product discounts and wellness perks

Job summary

Hermès is seeking a Specialist, Analytics & Quality Assurance to drive data-informed decisions and elevate client relations across calls, emails, and chats. The role focuses on QA program leadership, dashboards, and actionable insights to improve service delivery and customer satisfaction in a fast-paced, on-site New York office.

You will develop dashboards, monitor KPIs, and present findings to CRC leadership, aligning policies and training with quality standards.

Qualifications

• Bachelor’s degree in Business, Communications, Analytics, or a related field preferred.
• 3+ years of experience in analytics, quality assurance, client relations, customer experience, contact center operations, or a related field.
• Strong analytics and problem-solving skills.
• Advanced proficiency in Microsoft Excel; experience with Power BI, Tableau, or similar BI platforms preferred.
• Proficient in CRM and call monitoring tools.
• Experience developing dashboards, scorecards, KPI reporting, and performance insights preferred.
• High attention to detail and excellent communication skills (written and verbal).
• Ability to synthesize complex data into actionable business recommendations and influence stakeholders through data-driven storytelling.
• Regular in-person work at a Company-designated work location is an essential function of this position.
• Flexibility to work during peak business periods, including extended hours and weekends as needed.
• Knowledge of French is a plus.

Responsibilities

• Lead and continuously evolve the QA program by conducting thorough quality evaluations across calls, emails, and chats.
• Analyze operational, client experience, and quality performance data to identify trends and provide actionable recommendations.
• Develop, maintain and enhance dashboards, scorecards and reporting tools for client experience and performance metrics.
• Evaluate, track, analyze, and report on QA performance, customer feedback, and operational trends.
• Prepare QA reports and training recommendations, providing actionable feedback to leadership.
• Translate complex data into meaningful narratives, presentations, and business insights.
• Partner with CRC leadership to implement improvements and training initiatives, ensuring policy alignment.
• Lead calibration sessions and feedback loops to maintain consistency and excellence across channels.
• Support ad hoc analyses, business reviews, and strategic initiatives with performance data.
• Champion a culture of quality, curiosity, and customer advocacy to proactively identify risks and improve the end-to-end experience.
• All other duties assigned by supervisor.

Skills

Analytics

Problem solving

Excel

Power BI

Tableau

CRM tools

Call monitoring

Dashboards

KPI reporting

Communication

Education

Bachelor's degree in Business/Communications/Analytics

Tools

Excel

Power BI

Tableau

CRM tools

Call monitoring tools

Job description

The Team:

The Client Relations Center (CRC) team supports Hermès’ omnichannel services by managing client phone, email, and live chat inquiries, while delivering exceptional customer service in collaboration with US flagship boutiques.

The Opportunity:

As the Specialist, Analytics & Quality Assurance, you will play a critical role in driving data-informed decision making and service excellence across the Client Relations Center. You will be responsible for analyzing client interaction data, quality assurance performance, operational metrics, and client feedback to identify trends, uncover opportunities, and provide actional recommendations that enhance both the client experience and business performance.

Leveraging data from calls, emails, chats, customer surveys, and operational reporting, you will develop meaningful analyses, dashboards and recommendations that support workforce performance and continuous improvement efforts. In partnership with CRC leadership and cross-functional stakeholders, you will monitor key performance indicators, assess quality standards, identify root causes, and recommend solutions that improve consistency, efficiency, and customer satisfaction.

Your work will be instrumental in shaping an exceptional end-to-end client journey that reflects our commitment to quality and service.

This position is based on site in our East Coast Corporate Office in New York, NY.

About the Role:

• Lead and continuously evolve the QA program by conducting thorough quality evaluations across calls, emails, and chats.
• Analyze operational, client experience, and quality performance data to identify trends, evaluate customer needs and provide actionable recommendations that improve service delivery and business outcomes.
• Develop, maintain and enhance dashboards, scorecards and reporting tools that provide visibility into key client experience, quality and operational performance metrics, ensuring adherence to quality, compliance, and brand voice.
• Evaluate, track, analyze, and report on QA performance, customer feedback, and operational trends to identify root causes, monitor service quality, and deliver actionable recommendations to leadership through regular business reviews and reporting.
• Prepare QA reports and training recommendations, providing actionable feedback to leadership to identify coaching opportunities, validate training effectiveness, and drive continuous performance improvement.
• Translate complex data into meaningful narratives, presentations, and business insights that support strategic decision-making and operational planning.
• Partner with the Senior Manager and CRC leadership to implement improvements and training initiatives, ensuring customer-facing policies, processes, workflows, and the knowledge base remain accurate, customer-first, and policy-aligned.
• Lead calibration sessions and feedback loops to maintain consistency, accountability, and operational excellence across all customer touchpoints and channels.
• Support ad hoc analyses, business reviews, and strategic initiatives by gathering, interpreting, and presenting relevant performance data and recommendations.
• Champion a culture of quality, curiosity, and customer advocacy to proactively identify risks, influence decision-making, and improve the end-to-end customer experience.
• All other duties assigned by supervisor.

Supervisory Responsibility:

NO

Budget Responsibility:

NO

Decision Making Responsibility:

NO

About You:

• Bachelor’s degree in Business, Communications, Analytics, or a related field preferred.
• 3+ years of experience in analytics, quality assurance, client relations, customer experience, contact center operations, or a related field.
• Strong analytics and problem-solving skills.
• Advanced proficiency in Microsoft Excel; experience with Power BI, Tableau, or similar business intelligence platforms preferred.
• Proficient in CRM and call monitoring tools.
• Experience developing dashboards, scorecards, KPI reporting, and performance insights preferred.
• High attention to detail and excellent communication skills (written and verbal).
• Ability to synthesize complex data into actionable business recommendations and influence stakeholders through data-driven storytelling.
• Regular in-person work at a Company-designated work location is an essential function of this position.
• Flexibility to work during peak business periods, including extended hours and weekends as needed.
• Knowledge of French is a plus.

The range for this position is $28.65 to $33.85 per hour. Actual rates are determined based on the job, location, and individual experience.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.

Hermès is proud to offer a variety of benefits to support the needs of our employees and their families, including:

• Commission and bonus incentives based on sales performance
• Medical, Dental, Vision,
• Life Insurance and Disability
• Paid time off (annual vacation of 15 days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time)
• Paid Parental leave and transition time
• 401(k) and Roth Retirement plan with company matching and profit sharing
• Various voluntary benefits such as flexible spending accounts, fitness reimbursement, voluntary life insurance
• Product discount and EAP resources
• Access to Calm App, Health Advocate, Family Building Support and more!

Company Overview

Since 1837, Hermès has remained faithful to its artisan business model and humanist values. We place people at the heart of what we do and aspire to make a positive impact on the world. The freedom to create, the constant search for beautiful materials, the transmission of a savoir-faire of excellence and the aesthetic of functionality define the singularity of Hermès, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time.

An independent, family-owned company, Hermès is dedicated to keeping production in France through its 42 workshops, The Hermès organization is also a truly global community with a network of 310 stores in 49 countries. Hermès employs more than 15,000 people worldwide with over 6,000 of the workforce being Hermès craftspeople engaged in making artisanal products, nurturing a 180+ year tradition of creativity and innovation.

At Hermès, our actions for sustainable development and corporate social responsibility are founded in values passed down by generations of humble artisans who have shaped the story of our house and the integrity of our objects. The roots of Hermès’ success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Hermès wish to leave a positive footprint on the world, a mission that’s at the heart of our commitment to progress. This narrative can be experienced in a series of shorts films “Footsteps Across the World” available on our website. Link here (https://www.hermes.com/us/en/content/135446-footsteps-across-the-world/).

Our Commitment

Family is at the heart of Hermès. At Hermès of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès of Paris family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.

At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.

We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at [e-mail] (mailto:[e-mail]). Please do not submit resumes or applications to this email address.