Client Experience Analytics & QA Lead

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

Benefits offered by this job

Commission bonuses

Health benefits

Paid time off

401(k) retirement plan

Product discounts

Job summary

Hermès is seeking a Specialist, Analytics & Quality Assurance to lead the QA program across calls, emails, and chats, driving data-informed decisions that improve client experience and operations. You will build dashboards, monitor KPIs, and deliver actionable insights to leadership, partnering with CRC to implement training and policy improvements.

The role requires 3+ years in analytics or QA, strong Excel and BI tooling, and the ability to present complex data clearly.

Qualifications

• Bachelor’s degree in Business, Analytics, or related field preferred.
• 3+ years in analytics, QA, or client relations or related field.

Responsibilities

• Lead and evolve the QA program across calls, emails, and chats.
• Analyze data to identify trends and provide actionable recommendations.
• Develop dashboards, scorecards, and reporting tools for performance visibility.
• Report QA results, provide coaching feedback, and drive continuous improvement.
• Translate data into narratives for leadership and strategic planning.
• Collaborate with CRC leadership to implement improvements and training.

Skills

Analytical thinking

Problem solving

Communication

Data storytelling

Attention to detail

Influence stakeholders

Education

Bachelor’s degree preferred

Tools

Power BI

Tableau

Microsoft Excel

Job description

Hermès is seeking a Specialist, Analytics & Quality Assurance to lead the QA program across calls, emails, and chats, driving data-informed decisions that improve client experience and operations. You will build dashboards, monitor KPIs, and deliver actionable insights to leadership, partnering with CRC to implement training and policy improvements.

The role requires 3+ years in analytics or QA, strong Excel and BI tooling, and the ability to present complex data clearly.