Client Services Quality & Performance Analyst

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

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.