Customer Experience Analytics & Quality Assurance

Hermès; New York (NY); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Commission and bonus incentives

Medical, Dental, Vision

Life Insurance and Disability

Paid time off

Job summary

Hermès is seeking a Specialist, Analytics & Quality Assurance, to drive data-informed decisions within the Client Relations Center in New York. You will lead QA evaluations across channels, build dashboards, monitor KPIs, and deliver actionable recommendations to leadership.

You will translate complex data into clear narratives, partner with CRC leadership on training, and support continuous improvement initiatives while maintaining brand standards.

Qualifications

• Bachelor’s degree preferred in Business, Communications, Analytics, or related field.
• 3+ years in analytics, QA, client relations, or related areas.
• Strong analytical and problem‑solving skills.
• Advanced Excel; experience with Power BI/Tableau or similar BI tools.
• CRM and call monitoring tool proficiency.
• Experience building dashboards, scorecards, KPI reporting, and insights.
• Excellent written and verbal communication; attention to detail.
• In-person work at company location is essential.
• Flexibility for peak periods, including extended hours and weekends.
• Knowledge of French is a plus.

Responsibilities

• Lead and evolve the QA program across calls, emails, and chats.
• Analyze data to identify trends and provide actionable recommendations.
• Develop and maintain dashboards, scorecards, and reporting tools.
• Evaluate QA performance, feedback, and trends; report to leadership.
• Prepare QA reports and training recommendations for leadership.
• Translate data into narratives and business insights for decisions.
• Collaborate with CRC leadership to implement improvements and training.
• Lead calibration sessions to ensure consistency and quality.
• Support ad hoc analyses and strategic initiatives with data-driven insights.
• Foster a culture of quality and customer advocacy.

Skills

Analytics

Quality Assurance

Data storytelling

Problem solving

Excel

Power BI

Tableau

CRM

Education

Bachelor’s degree in Business, Communications, Analytics, or related field

Tools

Power BI

Tableau

Excel

CRM

Job description

Hermès is seeking a Specialist, Analytics & Quality Assurance, to drive data-informed decisions within the Client Relations Center in New York. You will lead QA evaluations across channels, build dashboards, monitor KPIs, and deliver actionable recommendations to leadership.

You will translate complex data into clear narratives, partner with CRC leadership on training, and support continuous improvement initiatives while maintaining brand standards.