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Manager, CRC Training & Quality, Dallas TX
manager · Luxury & Retail
Who are we?
A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.
Are you a good match?
The ideal candidate will have a Bachelors Degree and 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. You will have strong knowledge of Quality Assurance methodologies, contact center operations, and quality evaluation practices within an omnichannel environment, including voice, email, chat, and social media. The ideal candidate will have experience developing and implementing quality assurance frameworks, evaluation scorecards, calibration practices, and monitoring standards; you will also have experience using client experience metrics to inform coaching and support continuous improvement. You will be proficient in Salesforce, Microsoft Office Suite, quality monitoring platforms, CRM systems, and reporting tools.
What are we expecting from you?
The Quality Manager leads Quality Assurance within the Client Relations Center in partnership with the Sr. Regional Trainer. 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 we strive to deliver, while developing 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. This role reports to the Senior Regional Trainer, CRC and will be based in our Dallas, TX office.
In this role, you will be responsible for the following:
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 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.
More than a role…we recruit for a career!
By joining Van Cleef and Arpels, you will be part of a Maison where employee career development is at the heart of our ambition.
Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how and creations.
The recruitment process:
Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist of several interviews at various levels of the organization. Applicants must have valid work authorization for employment in the USA.
Richemont offers a generous compensation and benefits package for eligible employees.