Quality Assurance Specialist, Luxury Client Experience

Richemont Iberia SL; Grand Prairie (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with employer match

Wellness reimbursement

Job summary

Richemont America’s Client Relations Center is seeking a Quality Program Specialist who designs, implements, and oversees COPC-aligned quality programs to elevate service across client interactions and ensure adherence to Richemont's standards.

You will analyze performance trends, develop reporting, and drive continuous improvement while partnering with CRC Support functions and Maison Senior Management to deliver best-in-class luxury service.

Qualifications

• Bachelor's degree in Business Administration, Communications, or related field.
• 2+ years in a contact center, hospitality, retail, or equivalent.
• Solid understanding of COPC practices for customer experience and quality management.
• Experience in QA or a similar role within luxury or premium brands.

Responsibilities

• Architect COPC-aligned QA programs across voice, email, chat, and digital channels.
• Develop COPC criteria, metrics, and reporting to measure quality.
• Lead Quality Review Meetings with Maison Senior Management using data-driven insights.
• Coordinate calibration sessions with CRC Support to align scoring.
• Use Salesforce to automate QA monitoring and flag gaps in data and compliance.
• Present KPI reports and translate data into actionable recommendations.
• Analyze quality trends to identify root causes and drive improvements.
• Maintain SOPs for COPC audits and update the Knowledge Base with L&D.
• Back up Knowledge Management & Training Specialist and support special projects.

Skills

Quality assurance

Analytical thinking

Communication

Education

Bachelor's degree in Business Administration, Communications, or related field

Tools

Salesforce

SharePoint

MS Forms

CRM software

SAP ERP

Job description

Richemont America’s Client Relations Center is seeking a Quality Program Specialist who designs, implements, and oversees COPC-aligned quality programs to elevate service across client interactions and ensure adherence to Richemont's standards.

You will analyze performance trends, develop reporting, and drive continuous improvement while partnering with CRC Support functions and Maison Senior Management to deliver best-in-class luxury service.