Associate, Client Services Quality & Performance

Tory Burch•Jersey City, NJ

About The Position

We are an American luxury lifestyle brand, founded in 2004. Anchored in the casual elegance of American sportswear, Tory’s design philosophy is defined by effortless silhouettes, innovative materials, eclectic juxtapositions of color, and the tension of past and present. The collections include ready-to-wear, handbags, footwear, accessories, jewelry, home and beauty. Empowering women is the company’s guiding principle, expressed through Tory’s collections and reflected in the company culture as well as the work of the Tory Burch Foundation. Established in 2009, the Foundation provides women entrepreneurs in the United States with access to capital, education and community. You are seeking a work environment where people are encouraged to dream, explore, discover and, as important, laugh together. If you’re prepared to work hard, create impact, and have fun while doing it, we would love to have you join #TeamTory. Apply today! Life @ToryBurch is Special Because: When you join us, you’re joining a global, purpose-led company on an exciting growth journey with an amazing culture and great benefits. Our culture is welcoming and inclusive -- everyone is empowered to make a difference. We have the best team in the world and believe in paying competitively and rewarding for high performance. Your overall well-being is important to us; we offer generous benefits to help you take care of your mental and physical health, create financial security, and achieve wellness in all areas of your life. We love seeing our employees wear our beautiful collections. You’ll receive a generous employee discount and access to exclusive sample sales. We are invested in your professional growth – you’ll have access to free executive coaching on-demand. We believe in the importance of giving back and you’ll have many opportunities to do just that through the Tory Burch Foundation and paid volunteer days. This Role is Tailor-Made for You Because: You enjoy driving service excellence through quality assurance, performance analytics, and continuous improvement initiatives. You are energized by maintaining Quality Monitoring (QM) frameworks, evaluation criteria, and scoring standards that support consistency and accuracy across internal teams and external partners. You are equally comfortable using data, dashboards, and insights to identify performance gaps, support coaching strategies, and improve the overall client experience and operational performance. A sense of humor is a plus!

Requirements

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.

Nice To Haves

Experience developing or maintaining agent performance scorecards, quality reporting, or leadership-facing dashboards.
Experience partnering with vendor teams or outsourced operations to align quality standards and performance expectations.

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.
Ensure accuracy, consistency, and usability of reporting tools.
Analyze quality results and performance data to identify trends and root causes.
Translate data into actionable insights to drive agent 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.
Support continuous improvement across outsourced operations.