Associate, Client Services Quality & Performance

Tory Burch; Jersey City (NJ); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Tory Burch is seeking a QA/Customer Experience professional to drive service excellence through quality assurance, analytics, and continuous improvement. You will maintain QM frameworks, calibrate evaluation standards, and develop performance scorecards to coach agents.

The role partners with internal teams and outsourced partners to ensure consistent, high-quality customer interactions. Ideal candidates bring 2+ years in QA or contact center operations, strong data storytelling, and the ability

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.
• Ensure consistency across internal teams and vendor partners.
• Lead QA calibrations to align evaluation standards.
• Develop and manage agent performance scorecards.
• Identify performance gaps and opportunities.
• Support coaching strategies through performance insights.
• Build, maintain, and optimize dashboards across product insights, client sentiment, and agent performance.
• Translate data into actionable insights to drive 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.
• Conduct QA calibrations with vendor partners.
• Monitor vendor performance and quality alignment.

Skills

Quality Assurance

Contact Center

Customer Experience

Analytics

QA calibrations

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:

• 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 ensure that every customer receives best in‑class service.

How We Work Together:

• Adaptable – We change before we have to
• Entrepreneurial – We own it
• Collaborative – There’s no “I” in Tory
• Client & Brand Focused – We put ourselves in Tory’s shoes
• Live the Values – We show up for each other
• Functional Expertise – We’re constantly learning and growing

Compensation Range

The compensation range for this position is - . Our offer will be based on your relevant experience and work location.

Benefits Information

We offer a generous set of benefits to help you take care of your health, create financial security, and achieve wellness in all areas of your life. Here are highlights of key benefits available to all eligible Tory Burch team members.

Equal Employment Opportunity Statement

Tory Burch LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law. Likewise, we will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

Disability Accommodation

Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require assistance or an accommodation with the hiring process, please contact [e-mail].

Founded in 2004

Founded in 2004 in New York City, Tory Burch is an American luxury brand known for beautiful, timeless pieces and rich storytelling that evokes optimism and joy. Tory is a fashion designer who draws inspiration from her parents’ effortless style, the worlds of travel, art and interiors, and women globally. The collections span ready-to-wear, handbags, footwear, accessories, jewelry, home and beauty. Empowering women is the company’s guiding principle, underpinning the design philosophy and company culture, and driving the work of the Tory Burch Foundation. Every team member is integral to the company’s unique culture and continuing evolution.