Associate, Client Services Quality & Performance

toryburch; Jersey City (NJ); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Employee discount

Executive coaching on-demand

Volunteer days

Job summary

Tory Burch is seeking a QA professional to drive excellence in Client Services, focusing on quality monitoring frameworks, evaluation standards, and cross-team consistency. You will leverage data and dashboards to identify gaps and coach teams to improve the client experience.

The role emphasizes collaboration with internal teams and vendor partners and requires strong communication, analytics, and calibration experience. Join a purpose-led culture with opportunities for growth and impact.

Qualifications

• 2+ years of experience in QA, Contact Center Operations, or Customer Experience.
• Experience with QM systems and evaluation frameworks.
• Strong analytical, dashboarding, and reporting skills.
• Experience conducting QA calibrations.
• Strong communication and insight translation skills.

Responsibilities

• Maintain QM framework, evaluation criteria, and scoring standards across internal teams and vendor partners.
• Develop and manage agent performance scorecards and identify performance gaps.
• Build and optimize dashboards for product insights, client sentiment, and agent performance; translate data into actionable coaching insights.
• Collaborate with vendors to ensure quality alignment and drive improvements across outsourced operations.

Skills

QA

Customer Experience

Data analysis

Dashboards

Communication

Tools

Quality Monitoring software

Dashboard tools

Job description

We are an American luxury lifestyle brand, founded in 2004. Anchored in the casual elegance of American sportswear, Tory's design philosophy is defined by effortless silhouettes, innovative materials, eclectic juxtapositions of color, and the tension of past and present. The collections include ready-to-wear, handbags, footwear, accessories, jewelry, home and beauty.

Empowering women is the company's guiding principle, expressed through Tory's collections and reflected in the company culture as well as the work of the Tory Burch Foundation. Established in 2009, the Foundation provides women entrepreneurs in the United States with access to capital, education and community.

You are seeking a work environment where people are encouraged to dream, explore, discover and, as important, laugh together. If you're prepared to work hard, create impact, and have fun while doing it, we would love to have you join #TeamTory.

Life @ToryBurch is Special Because:

When you join us, you're joining a global, purpose-led company on an exciting growth journey with an amazing culture and great benefits.

Our culture is welcoming and inclusive -- everyone is empowered to make a difference.

We have the best team in the world and believe in paying competitively and rewarding for high performance.

Your overall well-being is important to us; we offer generous benefits to help you take care of your mental and physical health, create financial security, and achieve wellness in all areas of your life.

We love seeing our employees wear our beautiful collections. You'll receive a generous employee discount and access to exclusive sample sales.

We are invested in your professional growth - you'll have access to free executive coaching on-demand.

We believe in the importance of giving back and you'll have many opportunities to do just that through the Tory Burch Foundation and paid volunteer days.

This Role is Tailor-Made for You Because:

You enjoy driving service excellence through quality assurance, performance analytics, and continuous improvement initiatives. You are energized by maintaining Quality Monitoring (QM) frameworks, evaluation criteria, and scoring standards that support consistency and accuracy across internal teams and external partners. You are equally comfortable using data, dashboards, and insights to identify performance gaps, support coaching strategies, and improve the overall client experience and operational performance. A sense of humor is a plus!

A Day in the Life:

The typical day is... atypical. Your responsibilities may include:

1. Quality Assurance & Governance
   • Maintain QM framework, evaluation criteria, and scoring standards.
   • Ensure consistency across internal teams and vendor partners.
   • Lead QA calibrations to align evaluation standards.
2. Performance Measurement & Scorecards
   • Develop and manage agent performance scorecards.
   • Identify performance gaps and opportunities.
   • Support coaching strategies through performance insights.
3. Performance Analytics, Reporting & Continuous Improvement
   • Build, maintain, and optimize dashboards across product insights, client sentiment, and agent performance.
   • Ensure accuracy, consistency, and usability of reporting tools.
   • Analyze quality results and performance data to identify trends and root causes.
   • Translate data into actionable insights to drive agent coaching and performance improvement.
   • Develop and deliver reporting to leadership, synthesizing insights from quality results, client sentiment, and product feedback dashboards.
   • Partner cross-functionally to address systemic issues and drive improvements.
4. Vendor Quality Alignment
   • Conduct QA calibrations with vendor partners.
   • Monitor vendor performance and quality alignment.
   • Support continuous improvement across outsourced operations.

The consistent thread is that you'll be working with an amazing team of women and men who share your passion for excellence.

To Land This Role:

• 2+ years of experience in QA, Contact Center Operations, or Customer Experience.
• Experience with QM systems and evaluation frameworks.
• Strong analytical, dashboarding, and reporting skills.
• Experience conducting QA calibrations.
• Strong communication and insight translation skills.

Preferred Experience:

• Experience developing or maintaining agent performance scorecards, quality reporting, or leadership-facing dashboards.
• Experience partnering with vendor teams or outsourced operations to align quality standards and performance expectations.

Why You'll Want to Join Our Team:

Client Services is a high-energy team of problem solvers and style experts working directly with customers seeking support as they shop our collection. Whether we're engaging with clients on the phone, online or via SMS text messaging, we keep a sharp focus on providing an elevated experience and impeccable assistance. Our team has a huge impact in driving business success and receives training, tools and resources to ens