Christian Dior Quality Assurance Analyst

Jersey City • USA

Wednesday, December 11, 2024

Christian Dior Couture, a distinguished member of the LVMH Group, is renowned for its rich French heritage and vibrant culture. The brand epitomizes luxury and creativity, offering a unique environment that fosters sustainable growth and success. As part of LVMH, Christian Dior Couture is committed to inclusivity and values the diverse talents of its employees, providing them with a sense of purpose and community engagement opportunities.

1. Evaluate inbound calls and written communications handled by Client Advisors using CSC Quality Assurance and Case Management forms.
2. Provide immediate performance feedback to Supervisors and Team Leads for Client Advisors.
3. Develop dashboards and reports to analyze performance data.
4. Identify and report on individual and CSC-level quality and efficiency opportunities and trends.
5. Collaborate with the Training Manager and Coordinator to recommend new training sessions and QA program enhancements.
6. Facilitate Quality Assurance calibration sessions with leadership to ensure scoring consistency.
7. Assist the Senior Analyst, CSC, with reporting needs.
8. Support leadership team members with their reporting requirements.
9. Manage time and priorities to effectively support business needs.

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

1. Advanced computer and presentation skills, particularly in PowerPoint and Excel.
2. Proficiency in data analysis, trend identification, and report preparation.
3. Excellent organizational, prioritization, and time management skills.
4. Outstanding 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 availability.
8. Salesforce knowledge is advantageous.
9. Experience in a high-volume luxury Contact Center setting is beneficial.
10. Fluency in English, with proficiency in Spanish, French, Portuguese, or Mandarin as a plus.

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

Christian Dior Couture offers a generous and inclusive work environment, providing opportunities for community engagement and personal growth within the LVMH Group.

Christian Dior Couture fosters a culture of excellence, passion, and creativity, rooted in its rich French heritage. As part of the LVMH Group, the company values inclusivity and diversity, creating a supportive environment where employees are encouraged to engage in communities that share common values.