Luxury Quality Assurance Analyst for Customer Experience

US04 Richemont North America, Inc.; Grand Prairie (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Richemont Americas is seeking a QA professional to elevate client experience by rigorously evaluating interactions across channels and ensuring adherence to service standards. The role focuses on data-driven insights, calibration with leadership, and collaboration with Training and Operations to improve quality metrics.

The role requires a 2+ year background in quality assurance within luxury or service sectors, with strong analytical and communication skills.

Qualifications

• Bachelor’s degree preferred or equivalent experience in QA or customer experience.
• 2+ years in quality assurance within a luxury, hospitality, or service environment.
• Strong analytical and data presentation skills.

Responsibilities

• Evaluate client interactions across channels (voice call, email, chat, social media, internal) to assess adherence to Cartier’s tone and service standards.
• Conduct QA calibration sessions with Leadership to ensure consistency.
• Identify trends and partner with Training and Operations on improvement plans for new hires and upskilling existing staff.
• Maintain quality data dashboards and ensure accuracy of reporting.
• Present QA insights to key stakeholder meetings and synthesize results to highlight opportunities and celebrate positives.
• Document QA processes and recommend continuous improvement opportunities.

Skills

QA tools

CRM systems

Evaluation platforms

Education

Bachelor’s degree preferred

Tools

CRM systems

Job description

Richemont Americas is seeking a QA professional to elevate client experience by rigorously evaluating interactions across channels and ensuring adherence to service standards. The role focuses on data-driven insights, calibration with leadership, and collaboration with Training and Operations to improve quality metrics.

The role requires a 2+ year background in quality assurance within luxury or service sectors, with strong analytical and communication skills.