Analytics and Quality Assurance Specialist

Join Hermès, a prestigious French luxury brand, as an Analytics and Quality Assurance Specialist. In this role, you will analyze client interaction data, assess quality standards, and provide actionable recommendations to enhance the client experience and business performance. You will develop dashboards, scorecards, and reporting tools, and partner with CRC leadership to implement improvements and training initiatives. This position is based in New York, NY, and offers a competitive salary and benefits package.

• Lead and continuously evolve the quality assurance program by conducting thorough evaluations across calls, emails, and chats.
• Analyze operational, client experience, and quality performance data to identify trends, evaluate customer needs, and provide actionable recommendations.
• Develop, maintain, and enhance dashboards, scorecards, and reporting tools that provide visibility into key client experience, quality, and operational performance metrics.