Quality Experience Analyst - Luxury Client Care

Cartier; Grand Prairie (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Richemont Americas seeks a QA Specialist to raise the standard of client interactions across voice, email, chat, and social channels. You will lead calibration sessions with leadership, identify trends, and partner with Training and Operations to implement improvement plans.

Your role includes linking quality trends to KPIs with the Business Analyst and presenting insights in leadership meetings. Responsibilities include maintaining dashboards, ensuring reporting accuracy, and advocating

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.

Responsibilities

• Evaluate client interactions across all channels to assess adherence to Cartier’s tone, empathy, and service standards.
• Ensure calibration consistency through regular QA sessions with Leadership.
• Identify trends and partner with Training and Operations on improvement plans and upskilling needs.
• Collaborate with the Business Analyst to link quality trends with operational KPIs.
• Present QA insights to stakeholder meetings and synthesize results to highlight opportunities.
• Maintain quality data dashboards and ensure accuracy of reporting.
• Drive adherence to Cartier’s tone, empathy, and service standards.
• Communicate feedback on-the-spot to reinforce or redirect behaviors.
• Document QA processes and recommend continuous improvement opportunities.

Skills

QA tooling

CRM systems

Data analysis

Evaluation platforms

Education

Bachelor’s degree

Job description

Richemont Americas seeks a QA Specialist to raise the standard of client interactions across voice, email, chat, and social channels. You will lead calibration sessions with leadership, identify trends, and partner with Training and Operations to implement improvement plans.

Your role includes linking quality trends to KPIs with the Business Analyst and presenting insights in leadership meetings. Responsibilities include maintaining dashboards, ensuring reporting accuracy, and advocating