Temp Quality Analyst, Client Relations Center

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

At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Primary Purpose

This role contributes to operational excellence through structured evaluations, calibration sessions, and actionable recommendations that elevate client experience delivery.

Detailed Responsibilities

• Evaluate client interactions across all channels (voice call, email, chat, social media, and internal communication) to assess and drive our Brand Ambassadors’ 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, including focus topics for new hires and upskilling/redirection for tenured team; anticipates and communicates future needs, and assists with planning/developing/implementing/evaluating quality assessment needs.
• Collaborate with the Business Analyst to link quality trends with operational KPIs.
• Present QA insights to key stakeholder meetings; supports Leadership by synthesizing results and identifying positive trends to celebrate and areas of opportunities to resolve.
• Maintain quality data dashboards and ensure accuracy of reporting.
• Drive adherence to Cartier’s tone, empathy, and service standards.
• Communicate feedback on-the-spot, side-by-side, to reinforce and redirect behaviors.
• Document QA processes and recommend continuous improvement opportunities, , including knowledge of industry and competitive landscape.

Competencies

Technical

• Proficient in QA tools, CRM systems, and evaluation platforms.
• Analytical: Ability to derive insights from large data sets and present findings clearly.
• Behavioral / Interpersonal: High attention to detail and objective judgment; Outstanding verbal and written communication skills; Organized with excellent interpersonal skills; Professional presence and ability to influence and build consensus among groups

Metrics of Success (KPIs)

• ≥95% completion rate of planned evaluations per month.
• Calibration accuracy ≥90% across QA and Operations alignment.
• Actionable QA insights implemented within 30 days of identification.

Qualifications / Experience

• Bachelor’s degree preferred or equivalent experience in QA or customer experience.
• 2+ years in quality assurance within a luxury, hospitality, or service environment.

Personal skills: Communication/ Influencing

• Curiosity, proactivity, and the ability to anticipate needs before they become issues
• Excellent verbal and written communication skills, especially regarding presentation of data and translating technical information into simple language
• Must display a high level of maturity, poise, and finesse to work with leadership and stakeholders within Richemont
• Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously

At Richemont, We Craft the Future!

Salary will be negotiated based on relevant skills and experience.