Quality Specialist - English and French

HOW WILL YOU MAKE AN IMPACT?

The aim of the Client Relations Centre is to provide outstanding experience for our clients. We do this by focusing on building client relations, being service minded, and solution oriented. We are proactive, informed, passionate, and caring.
As Quality Specialist, reporting to the CRC Operations Manager, your mission will be to ensure that Ambassadors deliver exceptional service, consistently, and across all touchpoints by monitoring, assessing, and coaching the team. You play a key role in preserving the Maison’s standard for excellence, ensuring compliance with internal and external standards.
You are an energetic, inquisitive, independent thinker who is 100% client oriented. You enjoy collaborating with stakeholders to ensure that employees are skilled and knowledgeable and can efficiently use the internal tools and procedures to meet our department SLA’s whilst offering our clients an outstanding service.
You have experience in quality management or working in a client relations centre with high quality standards. You are analytical, detail oriented and communicative. You enjoy analysing quality reports to determine and plan learning, or coaching needs and you love working with people to bring the best solutions.

KEY RESPONSIBILITIES

• Monitor and assess Client interactions (calls, emails, live chat, social media, etc.) against established quality criteria and Cartier standards.
• Identify client issues, errors, or “critical errors” in operations and ensure they are reported, tracked, and coaching actions are taken.
• Analyze quality metrics and KPIs (e.g. Quality Score, Customer Satisfaction, error rates) to detect trends or areas for improvement.
• Collaborate with stakeholders: Team Leaders, Training / Learning & Development, Operations to design and deliver coaching, training, or performance improvement plans based on quality findings.
• Produce and present reports and dashboards (weekly, monthly) showing quality results, findings, improvement initiatives and progress.
• Participate in calibration sessions to standardize assessments and ensure consistency among Quality Specialists.
• Assist in maintaining or improving systems or processes for better quality control and client experience.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Have a solid understanding and past experience within Customer Support/Contact Center Operations.
• High-end luxury experience is a plus.
• Proven experience in quality assurance or quality management in a contact center or client relations environment.
• Coaching and Feedback experience (formal education in Coaching is a plus).
• Tenacious attention to detail, the ability to check, spot potential issues, challenges, and ask questions.
• Excellent written and verbal English and French communication skills (native or near native), able to work with various levels in the organization.
• Strong analytical skills; comfort with data, metrics, reporting and trend analysis.
• Stakeholder management abilities and effective communication, proactivity, and time management.
• Solid communication and presentation skills.
• Experience with relevant tools/systems (e.g. Salesforce, SAP, dashboards) and data visualization.
• Problem solving capabilities to create meaningful strategies to improve quality.
• Additional certification in Quality Methodologies or COPC is a plus.