Data-Driven QA & Analytics Specialist

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

Benefits offered by this job

Commission & bonus incentives based on

Medical, Dental, Vision insurance

Life Insurance and Disability

Paid time off (vacation, holidays, and

Parental leave and transition time

401(k) plan with company match

Product discounts and wellness perks

Job summary

Hermès is seeking a Specialist, Analytics & Quality Assurance to drive data-informed decisions and elevate client relations across calls, emails, and chats. The role focuses on QA program leadership, dashboards, and actionable insights to improve service delivery and customer satisfaction in a fast-paced, on-site New York office.

You will develop dashboards, monitor KPIs, and present findings to CRC leadership, aligning policies and training with quality standards.

Qualifications

• Bachelor’s degree in Business, Communications, Analytics, or a related field preferred.
• 3+ years of experience in analytics, quality assurance, client relations, customer experience, contact center operations, or a related field.
• Strong analytics and problem-solving skills.
• Advanced proficiency in Microsoft Excel; experience with Power BI, Tableau, or similar BI platforms preferred.
• Proficient in CRM and call monitoring tools.
• Experience developing dashboards, scorecards, KPI reporting, and performance insights preferred.
• High attention to detail and excellent communication skills (written and verbal).
• Ability to synthesize complex data into actionable business recommendations and influence stakeholders through data-driven storytelling.
• Regular in-person work at a Company-designated work location is an essential function of this position.
• Flexibility to work during peak business periods, including extended hours and weekends as needed.
• Knowledge of French is a plus.

Responsibilities

• Lead and continuously evolve the QA program by conducting thorough quality evaluations across calls, emails, and chats.
• Analyze operational, client experience, and quality performance data to identify trends and provide actionable recommendations.
• Develop, maintain and enhance dashboards, scorecards and reporting tools for client experience and performance metrics.
• Evaluate, track, analyze, and report on QA performance, customer feedback, and operational trends.
• Prepare QA reports and training recommendations, providing actionable feedback to leadership.
• Translate complex data into meaningful narratives, presentations, and business insights.
• Partner with CRC leadership to implement improvements and training initiatives, ensuring policy alignment.
• Lead calibration sessions and feedback loops to maintain consistency and excellence across channels.
• Support ad hoc analyses, business reviews, and strategic initiatives with performance data.
• Champion a culture of quality, curiosity, and customer advocacy to proactively identify risks and improve the end-to-end experience.
• All other duties assigned by supervisor.

Skills

Analytics

Problem solving

Excel

Power BI

Tableau

CRM tools

Call monitoring

Dashboards

KPI reporting

Communication

Education

Bachelor's degree in Business/Communications/Analytics

Tools

Excel

Power BI

Tableau

CRM tools

Call monitoring tools

Job description

Hermès is seeking a Specialist, Analytics & Quality Assurance to drive data-informed decisions and elevate client relations across calls, emails, and chats. The role focuses on QA program leadership, dashboards, and actionable insights to improve service delivery and customer satisfaction in a fast-paced, on-site New York office.

You will develop dashboards, monitor KPIs, and present findings to CRC leadership, aligning policies and training with quality standards.