Quality Program Specialist

About the role

This role is ideal for a highly motivated and detail-oriented individual passionate about elevating client experiences through rigorous quality assurance. The Quality Program Specialist will be instrumental in designing, implementing, and overseeing comprehensive quality programs within the Richemont America’s Client Relations Center (CRC). This position ensures that all client interactions consistently meet and exceed Richemont's exacting standards, policies, and service protocols, contributing directly to an environment of best-in-class luxury service delivery. The specialist will drive continuous improvement by identifying trends, analyzing performance, and implementing strategic enhancements to service quality.

Responsibilities

• Architect, implement, and continuously optimize comprehensive quality assurance programs, leveraging COPC-aligned scorecards to rigorously evaluate and elevate service levels, ensuring adherence to compliance-critical, business-critical, and customer-critical standards.
• Formulate and steward robust, COPC-aligned assessment criteria, performance metrics, and sophisticated reporting mechanisms to precisely measure quality and generate actionable insights for continuous improvement across all client interaction channels (e.g., voice, email, chat, digital).
• Lead and facilitate strategic Quality Review Meetings with Maison Senior Management, delivering critical, data-driven insights to identify and address performance gaps effectively.
• Leverage specialized expertise to lead and actively contribute to multi-party calibration sessions, partnering with CRC Support functions to foster alignment, ensure the precision of quality scoring, and uphold the integrity of all related data.
• Harness Salesforce functionalities and capabilities to optimize and automate quality monitoring processes, proactively identifying and flagging critical gaps in quality, operational processes, data accuracy, and compliance standards.
• Develop and present comprehensive reports on Key Performance Indicators (KPIs) related to service quality and client satisfaction, translating data into actionable insights and strategic recommendations for continuous operational enhancement.
• Conduct in-depth analysis of quality monitoring data and emerging trends to identify root causes of performance variances, providing strategic insights and recommendations that drive significant improvements in service delivery and customer experience.
• Maintain SOPs for quality, including policies, sampling methods, and documentation necessary for COPC certification audits.
• Actively contribute as a backup to the Knowledge Management & Training Specialist, ensuring the timely maintenance and strategic updating of the Knowledge Base, and providing essential support for internal communications to foster informed and aligned teams.
• Undertake additional responsibilities and special projects as assigned, contributing to the broader objectives of the Learning & Development Team.

Qualifications

• Education: Bachelor's degree in Business Administration, Communications, or a related field.
• Required Experience:
  • 2+ years in a contact center/customer service environment, hospitality, retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
  • A strong understanding of COPC best practices for customer experience and quality management is highly desirable.
  • Proven experience in Quality Assurance or a similar role within a luxury or premium brand.
• Technical Skills and Abilities:
  • Proficient in using Microsoft Suite (SharePoint, MS Forms, etc.).
  • Proficiency in CRM software (Salesforce) and quality monitoring systems (Salesforce or other).
  • Familiarity with SAP ERP and email/chat management tools is a plus.
  • Ability to prioritize project and case management within different running systems.
  • Demonstrated ability with editing, authoring, and innovating written and oral communication, particularly for reporting and feedback.
• Personal Skills:
  • Must display a high level of maturity, poise, and sound business judgment.
  • Excellent verbal and written communication skills.
  • Strong understanding of formal and informal etiquette and manners.
  • Detail-oriented mindset with a passion for delivering exceptional client experiences.
  • Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player with ability to communicate with Radical Candor.
  • Client-focused: developing, promoting, and communicating empathy for clients and partners; ability to handle highly sensitive clients and situations while staying solution-oriented; a passion to assist; high degree of empathy and ability to build meaningful relationships with a diverse range of stakeholders.
  • Organized and efficient for day-to-day operations.
  • Willingness to work flexible working hours that fit business needs.
  • Cultural intelligence and languages a plus.

Benefits

• Comprehensive benefits program including medical, dental, and vision coverage.
• Health savings and flexible spending accounts available.
• Employee assistance program for you and your household members.
• Income protection solutions including life insurance, disability benefits, and 401(k) with employer match.
• Wellness reimbursement benefit and paid time off.
• Volunteer time off days to support community initiatives.