Quality Analyst

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity. At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities. Primary Purpose This role contributes to operational excellence through structured evaluations, calibration sessions, and actionable recommendations that elevate client experience delivery. Detailed Responsibilities Evaluate client interactions across all channels (voice call, email, chat, social media, and internal communication) to assess and drive our 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 team; anticipates and communicates future needs, and assists 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; supports 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. Competencies Technical: Proficient in QA tools, CRM systems, and evaluation platforms. Analytical: Ability to derive insights from large data sets and present findings clearly. Behavioral / Interpersonal: 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 Metrics of Success (KPIs) ≥95% completion rate of planned evaluations per month. Calibration accuracy ≥90% across QA and Operations alignment. Actionable QA insights implemented within 30 days of identification. Qualifications / Experience Bachelor’s degree preferred or equivalent experience in QA or customer experience. 2+ years in quality assurance within a luxury, hospitality, or service environment. Personal skills Communication/ Influencing 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 Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously Salary Salary will be negotiated based on relevant skills and experience. Additional notes #Richemont #WeCraftTheFuture In our Group, you can start anywhere and go everywhere. Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons. We encourage our people to be curious, drive their own career, and dream big. #J-18808-Ljbffr