Christian Dior

Quality Assurance Analyst

Christian Dior Couture, part of the LVMH Group, is renowned for its French heritage and vibrant culture, emphasizing unique savoir-faire and creativity. The company is committed to sustainable growth, success, and shaping the future of its talents in a positive and inclusive environment. Christian Dior Couture values diversity and provides equal employment opportunities, fostering communities with shared values.

1. Assess inbound calls and written correspondence handled by Client Advisors.
2. Evaluate case management flow and systems utilization.
3. Conduct data analysis to identify trends and provide insights for improvement.
4. Review Client Advisor interactions using CSC Quality Assurance and Case Management forms.
5. Provide feedback to Supervisors and Team Leads to improve Client Advisors' performance.
6. Build dashboards and reports to analyze performance data.
7. Identify and report on individual quality and efficiency opportunities.
8. Partner with the Training Manager and Coordinator to recommend training sessions.
9. Facilitate Quality Assurance calibration sessions with leadership team members.
10. Assist the Senior Analyst with reporting as needed.
11. Collaborate with leadership team members to support reporting needs.
12. Adjust priorities and manage time to support business needs effectively.

1. Minimum of 3 years of experience as a Trainer, Quality Assurance Analyst, or Operational Leader.
2. 2-3 years experience as a Client Advisor, Team Lead, or in a supervisory/managerial role.

1. Advanced computer and presentation skills, especially in PowerPoint and Excel.
2. Experience with data analysis, trend spotting, and report preparation.
3. Outstanding organization, prioritization, and time management skills.
4. Excellent verbal and written communication skills.
5. Ability to collaborate and communicate clearly at all organizational levels.
6. Effective presentation skills both in person and virtually.
7. Flexible schedule required.
8. Salesforce knowledge is a plus.
9. Fluency in English; proficiency in Spanish, French, Portuguese, or Mandarin is a plus.

Minimum 3 years of experience in a relevant role, preferably in luxury customer service or retail.

Engagement in employee-led communities such as Sustainability, Diversity, Equity and Inclusion, and Corporate Social Responsibility.

Christian Dior Couture fosters a positive, authentic, and generous environment, emphasizing passion, determination, courage, and optimism. Located in Jersey City, the company values inclusivity and provides a sense of purpose for all employees.