Quality Specialist

HOW WILL YOU MAKE AN IMPACT? 

Working alongside CRC Operations and Business Excellence Manager the Multibrand CRC Quality Specialist is responsible for supporting continuous improvement and operational excellence in the CRC by analysing client contact to define development areas. She/he ensures service provided is in line with Maison and Richemont standards and that service KPIs are met, whilst keeping excellence at the forefront of our department.  

The Multibrand CRC Quality Specialist focuses on quality assessment and developmental follow-up. This role is responsible for driving the quality assessment program, comprised of monthly quality assessments, analysis and reporting of results to take data-driven decisions, and subsequent development of the team.  

Key responsibilities: 

BUSINESS DEVELOPMENT 

• Support implementation Group “New Retail” strategy at the regional CRC, while ensuring excellent internal and external customer service 

• Be a strong contributor of innovative ideas to increase automation and efficiency within the CRC community while improving client and colleague experience 

• Partner with Maison and group functions to support their CRC strategy as well as to project plan accordingly 

• Support fluid and frequent communication amongst region, markets, and local CRC teams to discuss and exchange on business goals, strategies, projects, and resources 

• Embrace change and the digital future with a human touch which aims at using new tools and technological solutions as well as data for the best interests of our clients and colleagues 

• Be the ambassador of Richemont in the region and the key contact for CRC Quality 

• Support the promotion of the BE function globally by effectively communicating actions and projects to internal partners as needed 

QUALITY & CONTINUOUS IMPROVEMENT  

• Monitor team interactions across all media (phone, email, chat, social media, etc.) in a statistically relevant, unbiased approach to ensure all Client Relations goals are met and exceeded 

• Ensure alignment of quality assessors according to calibration scheme and support additional alignment practices as needed 

• Provide regular feedback to Ambassadors following any areas of improvement via feedback loop, remaining available for one-to-one coaching as necessary 

• Develop automation of quality program to increase efficiency 

• Analyze relevant client experience data regularly to provide insights into our clients and our service 

• Contribute to Group projects, leveraging synergies to improve quality, efficiency, and productivity of all processes and fluxes 

• Identify areas of process and procedure improvement and 

  • Design and implement necessary changes at the local level 

  • Escalate necessary improvements to responsible scope (Maisons, markets, Group, functions) as appropriate 

  • Implement automations to reduce high-energy, low-value-added activities 

  • Collaborate with other regions to exploit synergies and ensure alignment where possible 

PERFORMANCE MANAGEMENT & DEVELOPMENT 

• Utilize data generated during quality in combination with operational performance data to define quarterly development plan 

• Provide feedback to the Maisons on program level analysis, and feedback to Team Leaders on individual level analysis 

• Coordinate and execute the monthly development rotation, including quality reviews, group case reviews, and side-by-side coaching, including participating in delivering all the above 

• Help design data-driven annual KPIs and strategic objectives focusing on quality and define the action plan to reach/exceed theses targets;  

• Support creation and implementation of annual BE strategic plan annual to ensure clear roadmap for Quality pillar 

• Monitor team development performance in comparison with KPIs and objectives set, providing quarterly analysis to Team Leaders and Ambassador via robust dashboards  

• Regularly communicate performance of projects and processes to BE Manager  

• Provide regular analysis on team development and create individual development plans to ensure success of each team member 

• Collaborate closely with L&D team to recommend and support execution of training needs based on quality result analysis 

• Create and maintain documentation process for all development touchpoints 

PEOPLE & REPUTATION  

• Define personal career path 

• Provide guidance, advice, and support to employees at all levels by acting as the subject matter expert 

• Support strong service culture, motivate the Client Relations staff, and sustain that approach daily, providing support and guidance as needed 

• Ensure compliance of our CRC operations with Group procedures and all regional rules, regulations, and laws 

• Contribute to Corporate Social Responsibility as a part of Corporate Governance and of overall strategy 

• Support onboarding of new Ambassadors as necessary 

HOW WILL YOU EXPERIENCE SUCCESS WITH US? 

• Fluent in English and second language (preference for French, Italian, and/or German) 

• Strong analytical skills 

• At ease with any digital platform, including all CRC systems and tools 

• Proficient in MS 365 applications with emphasis on Excel and Power Automate 

• Ability to self-manage and execute independently 

• Effective feedback, coaching, and influencing skills 

• Proficient stakeholder management 

• Embody the Client Relations Center Essential Competencies of customer focused, service- and solution-oriented 

• Efficient and effective communication skills with ability to adapt to multi-culture nuances 

• Flexibility and growth mindset 

• Genuine team player with innate collaborative spirit 

• Passion for continuous improvement and natural curiosity about how things work 

• Attention to the smallest details while remaining able to see the bigger picture 

• Previous experience in e-commerce or client services with a proven ability to transform data-driven objectives into actionable feedback  

• Operational experience in a client-facing role (hospitality, retail, contact center) with understanding of providing high-quality customer service  

• Strong business process understanding (customer information management, order processing, customer support, etc.); 

WHAT MAKES OUR GROUP DIFFERENT? 

Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential. 

•  We value freedom, collegiality, loyalty, and solidarity. 

• We foster empathy, curiosity, courage, humility, and integrity. 

• We care for the world we live in. 

YOUR JOURNEY WITH US: 

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals: 

1st Stage – After your application has been selected, our recruitment team will reach out to you within 2 weeks to conduct an introductory call  

2nd Stage – Interview with the CRC Operations and Business Excellence Manager 

3rd Stage – Interview with the Senior Human Resources Manager 

LEARN MORE ABOUT LIFE AT RICHEMONT BELOW: 

 https://www.linkedin.com/company/richemont/ 

https://www.youtube.com/channel/UCtcz344eqsWvggwOnq-yljg