Manager, CRC Training & Quality, Dallas TX

Van Cleef & Arpels; Grand Prairie (TX); On-site; USD 110,000 - 140,000; Full time

Job summary

Van Cleef & Arpels in Dallas, TX seeks a Quality Manager to lead Quality Assurance within the Client Relations Center, partnering with the Sr. Regional Trainer to set standards across voice, email, chat and social channels.

You will develop and maintain QA frameworks, evaluation scorecards, calibration practices and quality reporting, using client experience metrics to inform coaching and continuous improvement for Client Advisors.

Qualifications

• Bachelor's degree and 5+ years in QA, L&D, or leadership in luxury retail client relations or contact centers.
• Strong knowledge of QA methodologies, omnichannel operations, and quality evaluation practices.
• Experience developing QA frameworks, scorecards, calibration practices and coaching via metrics.

Responsibilities

• Lead Quality Assurance initiatives across the Client Relations Center to ensure Maison standards across channels.
• Evaluate client interactions for alignment with standards, procedures and quality expectations.
• Develop and maintain QA frameworks, scorecards, monitoring standards and calibration practices.
• Facilitate calibration sessions with Leadership to ensure consistent evaluation and scoring.
• Support live and virtual training across regions, strengthening Client Advisor performance.
• Analyze quality data and client metrics to identify coaching opportunities and continuous improvement.
• Collaborate on quality reporting and communicate insights to leadership.
• Enhance training materials and SOPs with quality findings to raise client experience.
• Ensure compliance with Maison standards across all client communications.

Skills

Quality Assurance

Learning and Development

Leadership

Omnichannel

Salesforce

CRM systems

Quality monitoring platforms

Microsoft Office Suite

Reporting tools

Education

Bachelor's degree

Tools

Salesforce

Microsoft Office

Job description

Are you a good match?

The ideal candidate will have a Bachelors Degree and 5+ years of experience in Quality Assurance, Learning and Development, or a leadership role within a luxury retail Client Relations Center or contact center environment. You will have strong knowledge of Quality Assurance methodologies, contact center operations, and quality evaluation practices within an omnichannel environment, including voice, email, chat, and social media. The ideal candidate will have experience developing and implementing quality assurance frameworks, evaluation scorecards, calibration practices, and monitoring standards; you will also have experience using client experience metrics to inform coaching and support continuous improvement. You will be proficient in Salesforce, Microsoft Office Suite, quality monitoring platforms, CRM systems, and reporting tools.

The ideal candidate will have a Bachelors Degree and 5+ years of experience in Quality Assurance, Learning and Development, or a leadership role within a luxury retail Client Relations Center or contact center environment. You will have strong knowledge of Quality Assurance methodologies, contact center operations, and quality evaluation practices within an omnichannel environment, including voice, email, chat, and social media. The ideal candidate will have experience developing and implementing quality assurance frameworks, evaluation scorecards, calibration practices, and monitoring standards; you will also have experience using client experience metrics to inform coaching and support continuous improvement. You will be proficient in Salesforce, Microsoft Office Suite, quality monitoring platforms, CRM systems, and reporting tools.

What are we expecting from you?

The Quality Manager leads Quality Assurance within the Client Relations Center in partnership with the Sr. Regional Trainer. This role establishes quality standards, oversees quality assurance efforts across all regions, evaluates client interactions, facilitates calibration sessions, and provides meaningful insights into quality trends. The Quality Manager owns quality reporting, ensures compliance with Maison standards and the client experience we strive to deliver, while developing frameworks that promote consistency across all channels of communication. This role also supports quality related training initiatives by using quality insights to strengthen Client Advisor performance and elevate the overall client experience. This role reports to the Senior Regional Trainer, CRC and will be based in our Dallas, TX office.

• Lead Quality Assurance initiatives across the Client Relations Center, ensuring consistency in Maison standards, service excellence, and the client experience across all communication channels.
• Evaluate client interactions to ensure alignment with Maison standards, the selling ceremony, operational procedures, and quality expectations.
• Develop and maintain quality assurance frameworks, evaluation scorecards, monitoring standards, and calibration practices that promote consistency across the Client Relations Center.
• Facilitate recurring calibration sessions with Leadership team to ensure consistent evaluation standards and scoring practices.
• Support the development and facilitation of live and virtual training sessions across all regions of the CRC in areas pertaining to quality and improvement, partnering with leadership and the Sr. Training manager to ensure consistent delivery.
• Analyze quality data, client feedback, client satisfaction and client experience metrics, and performance trends to identify opportunities for coaching, development, and continuous improvement.
• Partner with the Data & Insights team to develop quality reporting, analyze performance metrics, and communicate insights and recommendations to leadership.
• Collaborate with the Sr. Training manager to develop and facilitate quality related workshops, coaching sessions, and learning initiatives that strengthen Client Advisor performance.
• Leverage quality findings to enhance training materials, standard operating procedures, knowledge resources, and coaching tools.
• Ensure compliance with Maison standards, established procedures, and quality expectations across all client communication channels.
• Foster a culture of continuous learning, accountability, and service excellence by reinforcing quality standards and best practices throughout the Client Relations Center.

More than a role…we recruit for a career!

By joining Van Cleef and Arpels, you will be part of a Maison where employee career development is at the heart of our ambition.

Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how and creations.

Applicants must have valid work authorization for employment in the USA.

Richemont offers a generous compensation and benefits package for eligible employees.