Analytics and Quality Assurance Specialist

Details of the job
The Team:

The Client Relations Center (CRC) team supports Hermès’ omnichannel services by managing client phone, email, and live chat inquiries, while delivering exceptional customer service in collaboration with US flagship boutiques.

The Opportunity:

As the Specialist, Analytics & Quality Assurance, you will play a critical role in driving data-informed decision making and service excellence across the Client Relations Center. You will be responsible for analyzing client interaction data, quality assurance performance, operational metrics, and client feedback to identify trends, uncover opportunities, and provide actional recommendations that enhance both the client experience and business performance.

Leveraging data from calls, emails, chats, customer surveys, and operational reporting, you will develop meaningful analyses, dashboards and recommendations that support workforce performance and continuous improvement efforts. In partnership with CRC leadership and cross-functional stakeholders, you will monitor key performance indicators, assess quality standards, identify root causes, and recommend solutions that improve consistency, efficiency, and customer satisfaction.

Your work will be instrumental in shaping an exceptional end-to-end client journey that reflects our commitment to quality and service.

This position is based on site in our East Coast Corporate Office in New York, NY.

About the Role:

Lead and continuously evolve the QA program by conducting thorough quality evaluations across calls, emails, and chats.

Analyze operational, client experience, and quality performance data to identify trends, evaluate customer needs and provide actionable recommendations that improve service delivery and business outcomes.

Develop, maintain and enhance dashboards, scorecards and reporting tools that provide visibility into key client experience, quality and operational performance metrics, ensuring adherence to quality, compliance, and brand voice.

Evaluate, track, analyze, and report on QA performance, customer feedback, and operational trends to identify root causes, monitor service quality, and deliver actionable recommendations to leadership through regular business reviews and reporting.

Prepare QA reports and training recommendations, providing actionable feedback to leadership to identify coaching opportunities, validate training effectiveness, and drive continuous performance improvement.

Translate complex data into meaningful narratives, presentations, and business insights that support strategic decision-making and operational planning.

Partner with the Senior Manager and CRC leadership to implement improvements and training initiatives, ensuring customer-facing policies, processes, workflows, and the knowledge base remain accurate, customer-first, and policy-aligned.

Lead calibration sessions and feedback loops to maintain consistency, accountability, and operational excellence across all customer touchpoints and channels.

Support ad hoc analyses, business reviews, and strategic initiatives by gathering, interpreting, and presenting relevant performance data and recommendations.

Champion a culture of quality, curiosity, and customer advocacy to proactively identify risks, influence decision-making, and improve the end-to-end customer experience.

All other duties assigned by supervisor.

Supervisory Responsibility:

NO

Budget Responsibility:

NO

Decision Making Responsibility:

NO

About You:

Bachelor’s degree in Business, Communications, Analytics, or a related field preferred.
3+ years of experience in analytics, quality assurance, client relations, customer experience, contact center operations, or a related field.
Strong analytics and problem-solving skills.
Advanced proficiency in Microsoft Excel; experience with Power BI, Tableau, or similar business intelligence platforms preferred.
Proficient in CRM and call monitoring tools.
Experience developing dashboards, scorecards, KPI reporting, and performance insights preferred.
High attention to detail and excellent communication skills (written and verbal).
Ability to synthesize complex data into actionable business recommendations and influence stakeholders through data-driven storytelling.
Regular in-person work at a Company-designated work location is an essential function of this position.

Flexibility to work during peak business periods, including extended hours and weekends as needed.
Knowledge of French is a plus.