QA & Data Insight Specialist (On-Site NY)

Hermès; Manhattan (KS); Sur place; USD 40 000 - 47 000; Plein temps

Avantages offerts par ce poste

Commission and bonus incentives based‑

Medical, Dental, Vision

Life Insurance

Paid time off

Paid Parental leave

401(k) and Roth Retirement plan

Flexible spending accounts

Product discount

Access to Calm App

Résumé du poste

Hermès is seeking a Specialist, Analytics & Quality Assurance to drive data-informed decision making across the Client Relations Center. You will analyze client interactions, QA performance, and operational metrics to identify trends and deliver actionable recommendations that improve service quality and business outcomes.

Based on the East Coast Corporate Office in New York, NY, the role focuses on dashboards, scorecards, and reporting tools that enable leadership to monitor client experience,

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 business intelligence 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.

Responsabilités

• 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, evaluate customer needs and provide actionable recommendations that improve service delivery and business outcomes.
• Develop, maintain and enhance dashboards, scorecards and reporting tools that provide visibility into key client experience, quality and operational performance metrics, ensuring adherence to quality, compliance, and brand voice.
• Evaluate, track, analyze, and report on QA performance, customer feedback, and operational trends to identify root causes, monitor service quality, and deliver actionable recommendations to leadership through regular business reviews and reporting.
• Prepare QA reports and training recommendations, providing actionable feedback to leadership to identify coaching opportunities, validate training effectiveness, and drive continuous performance improvement.
• Translate complex data into meaningful narratives, presentations, and business insights that support strategic decision-making and operational planning.
• Partner with the Senior Manager and CRC leadership to implement improvements and training initiatives, ensuring customer-facing policies, processes, workflows, and the knowledge base remain accurate, customer-first, and policy-aligned.
• Lead calibration sessions and feedback loops to maintain consistency, accountability, and operational excellence across all customer touchpoints and channels.
• Support ad hoc analyses, business reviews, and strategic initiatives by gathering, interpreting, and presenting relevant performance data and recommendations.
• Champion a culture of quality, curiosity, and customer advocacy to proactively identify risks, influence decision-making, and improve the end-to-end customer experience.
• All other duties assigned by supervisor.

Connaissances

Analytics

QA program

Dashboards

Power BI

Tableau

CRM

KPI reporting

Data storytelling

Formation

Bachelor’s degree

Outils

Power BI

Tableau

CRM tools

Description du poste

Hermès is seeking a Specialist, Analytics & Quality Assurance to drive data-informed decision making across the Client Relations Center. You will analyze client interactions, QA performance, and operational metrics to identify trends and deliver actionable recommendations that improve service quality and business outcomes.

Based on the East Coast Corporate Office in New York, NY, the role focuses on dashboards, scorecards, and reporting tools that enable leadership to monitor client experience,