Quality & Performance Analyst — Client Services

Tory Burch

Jersey City (NJ)

Hybrid

USD 60,000 - 90,000

Full time

6 days ago

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Job summary

Tory Burch is seeking a QA/Customer Experience professional to drive service excellence through quality assurance, analytics, and continuous improvement. You will maintain QM frameworks, calibrate evaluation standards, and develop performance scorecards to coach agents.

The role partners with internal teams and outsourced partners to ensure consistent, high-quality customer interactions. Ideal candidates bring 2+ years in QA or contact center operations, strong data storytelling, and the ability

Qualifications

2+ years of experience in QA, Contact Center Operations, or Customer Experience.
Experience with QM systems and evaluation frameworks.
Strong analytical, dashboarding, and reporting skills.
Experience conducting QA calibrations.
Strong communication and insight translation skills.

Responsibilities

Maintain QM framework, evaluation criteria, and scoring standards.
Ensure consistency across internal teams and vendor partners.
Lead QA calibrations to align evaluation standards.
Develop and manage agent performance scorecards.
Identify performance gaps and opportunities.
Support coaching strategies through performance insights.
Build, maintain, and optimize dashboards across product insights, client sentiment, and agent performance.
Translate data into actionable insights to drive coaching and performance improvement.
Develop and deliver reporting to leadership, synthesizing insights from quality results, client sentiment, and product feedback dashboards.
Partner cross-functionally to address systemic issues and drive improvements.
Conduct QA calibrations with vendor partners.
Monitor vendor performance and quality alignment.