CX Analytics & Quality Assurance Specialist

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

Benefits offered by this job

Commission and bonus incentives based

Medical, Dental, Vision

Life Insurance and Disability

Paid time off (vacation, holidays)

Paid Parental leave

401(k) and Roth Retirement plan

Flexible spending accounts

Product discount

EAP resources

Job summary

Hermès in New York, NY is seeking a Specialist, Analytics & Quality Assurance for the Client Relations Center. Lead QA across calls, emails, and chats, and translate data into actionable recommendations that elevate service and business outcomes.

You will develop dashboards, scorecards and KPI reporting, partner with CRC leadership, and deliver training insights to coaches. The role requires in-person work at our East Coast Corporate Office.

Qualifications

• Bachelor’s degree in Business, Communications, Analytics, or related field preferred.
• 3+ years in analytics, quality assurance, client relations, customer experience, contact center operations, or related field.
• Advanced proficiency in Microsoft Excel; Power BI, Tableau or similar BI platforms preferred.
• Proficient in CRM and call monitoring tools.
• Experience developing dashboards, scorecards, KPI reporting and performance insights.

Responsibilities

• Lead and evolve the QA program across calls, emails, and chats.
• Analyze data to identify trends, customer needs and actionable recommendations.
• Develop dashboards, scorecards and reporting tools reflecting key metrics.
• Evaluate QA performance, customer feedback, and operational trends for leadership reviews.
• Prepare QA reports and training recommendations to drive improvement.
• Translate data into narratives and insights for strategic decisions.
• Partner with CRC leadership to implement improvements and training initiatives.

Skills

Analytics

Quality Assurance

Data storytelling

Excel

Power BI/Tableau

CRM tools

KPI reporting

Communication

Education

Bachelor's degree in Business/Communications/Analytics

Tools

Power BI

Tableau

CRM software

Call monitoring tools

Job description

Hermès in New York, NY is seeking a Specialist, Analytics & Quality Assurance for the Client Relations Center. Lead QA across calls, emails, and chats, and translate data into actionable recommendations that elevate service and business outcomes.

You will develop dashboards, scorecards and KPI reporting, partner with CRC leadership, and deliver training insights to coaches. The role requires in-person work at our East Coast Corporate Office.