Temp Quality Analyst, Client Relations Center

Richemont•Grand Prairie, TX

About The Position

Richemont, a global leader in the luxury sector, encompasses various Houses renowned for jewelry, watches, and high-end accessories. Each Maison upholds a tradition of style, quality, and craftsmanship, which Richemont is dedicated to preserving while fostering innovation and creativity. At Richemont Americas, we value diversity and inclusion, believing they drive excellence. The Quality Analyst will ensure that Cartier’s Client Relations Center (CRC) consistently meets Cartier’s experience standards by monitoring, evaluating, and calibrating client interactions across multiple communication channels. This role is crucial for driving continuous improvement through data analysis and cross-functional collaboration, ultimately contributing to operational excellence by enhancing client experience delivery through structured evaluations, calibration sessions, and actionable recommendations.

Requirements

Bachelor’s degree preferred or equivalent experience in QA or customer experience.
2+ years in quality assurance within a luxury, hospitality, or service environment.
Proficient in QA tools, CRM systems, and evaluation platforms.
Ability to derive insights from large data sets and present findings clearly.
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.
Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously.

Nice To Haves

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.

Responsibilities

Evaluate client interactions across all channels (voice call, email, chat, social media, and internal communication) to assess and drive 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 teams.
Anticipate and communicate future needs, and assist 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; support 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.