Parfums Christian Dior · 7 hours ago
Quality Assurance Analyst - Client Services Center - Jersey City, NY
USA
Full-time
Remote
Mid Level
3+ years exp
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Responsibilities
Using the CSC Quality Assurance and Case Management forms, review Client Advisor interactions and measure demonstrations of product knowledge, sales and serviceability, diction, listening, etiquette, objection handling, efficiency, policy and procedure adherence, as well as systems handling.
Provide feedback to Supervisors and Team Leads to immediately improve Client Advisors’ performances through coaching.
Build dashboards and reports to analyze performance data.
Identify and proactively report on individual quality and efficiency opportunities as well as trends at the CSC level.
Partner with the Training Manager and Training Coordinator to recommend new training sessions , refreshers, and enhancement of QA program .
Facilitate Quality Assurance calibration sessions with leadership team members to ensure scoring and expectations consistency.
Assist the Senior Analyst, CSC, with reporting as needed.
Collaborate with leadership team members to support their reporting needs.
Adjust priorities and manage time to most effectively support the business needs.
Qualification
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Required
Minimum of 3 years of experience as a Trainer, Quality Assurance Analyst, or Operational Leader (preferably luxury customer service or retail).
2-3 years experience as a Client Advisor, Team Lead, or supervisory/managerial role.
Advanced computer and presentation skills with an emphasis on PowerPoint and Excel.
Experience with analyzing data, spotting trends, providing insights, and preparing reports.
Outstanding organization, prioritization, and time management skills.
Outstanding verbal and written communication.
Ability to collaborate and communicate in a clear and concise manner at all levels of the organization.
Ability to effectively present in person and virtually.
Flexible schedule required.
Preferred
Salesforce knowledge a plus.
Previous experience in a high-volume luxury Contact Center setting a plus.
Fluent in English, proficient in Spanish, French, Portuguese, or Mandarin a plus.
Company
Parfums Christian Dior
Christian Dior described himself as a fashion and perfume designer.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
J
Jens Riewenherm
Chief Digital Officer
Recent News
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