Manager, CRC Training & Quality, Dallas TX

Richemont•Grand Prairie, LA

4d•Onsite

About The Position

A High Jewelry Maison with a strong heritage is seeking a Manager, CRC Training & Quality to lead Quality Assurance within the Client Relations Center. This role establishes quality standards, oversees quality assurance efforts across all regions, evaluates client interactions, facilitates calibration sessions, and provides meaningful insights into quality trends. The Quality Manager owns quality reporting, ensures compliance with Maison standards and the client experience, and develops frameworks that promote consistency across all channels of communication. This role also supports quality-related training initiatives by using quality insights to strengthen Client Advisor performance and elevate the overall client experience. The position is based in Dallas, TX and reports to the Senior Regional Trainer, CRC.

Requirements

Bachelors Degree
5+ years of experience in Quality Assurance, Learning and Development, or a leadership role within a luxury retail Client Relations Center or contact center environment.
Strong knowledge of Quality Assurance methodologies, contact center operations, and quality evaluation practices within an omnichannel environment, including voice, email, chat, and social media.
Experience developing and implementing quality assurance frameworks, evaluation scorecards, calibration practices, and monitoring standards.
Experience using client experience metrics to inform coaching and support continuous improvement.
Proficient in Salesforce, Microsoft Office Suite, quality monitoring platforms, CRM systems, and reporting tools.
Valid work authorization for employment in the USA.

Responsibilities

Lead Quality Assurance initiatives across the Client Relations Center, ensuring consistency in Maison standards, service excellence, and the client experience across all communication channels.
Evaluate client interactions to ensure alignment with Maison standards, the selling ceremony, operational procedures, and quality expectations.
Develop and maintain quality assurance frameworks, evaluation scorecards, monitoring standards, and calibration practices that promote consistency across the Client Relations Center.
Facilitate recurring calibration sessions with the Leadership team to ensure consistent evaluation standards and scoring practices.
Support the development and facilitation of live and virtual training sessions across all regions of the CRC in areas pertaining to quality and improvement, partnering with leadership and the Sr. Training manager to ensure consistent delivery.
Analyze quality data, client feedback, client satisfaction and client experience metrics, and performance trends to identify opportunities for coaching, development, and continuous improvement.
Partner with the Data & Insights team to develop quality reporting, analyze performance metrics, and communicate insights and recommendations to leadership.
Collaborate with the Sr. Training manager to develop and facilitate quality-related workshops, coaching sessions, and learning initiatives that strengthen Client Advisor performance.
Leverage quality findings to enhance training materials, standard operating procedures, knowledge resources, and coaching tools.
Ensure compliance with Maison standards, established procedures, and quality expectations across all client communication channels.
Foster a culture of continuous learning, accountability, and service excellence by reinforcing quality standards and best practices throughout the Client Relations Center.