Richemont

Knowledge Management and Quality Specialist

Richemont Americas is a leading luxury goods company that values diversity and inclusion. The company is committed to creating an inclusive community where the diversity of colleagues and clients is celebrated. Richemont believes that embracing inclusion leads to creativity and excellence, advancing the unique community of Richemont Americas.

1. Maintain a comprehensive Knowledge Base and repository of information pertinent to luxury services, policies, and client-facing solutions.
2. Regularly update and refine knowledge resources for accuracy, relevance, and accessibility.
3. Collaborate with various departments to gather and update services, policies, FAQs, troubleshooting guides, and best practices.
4. Establish processes for easy access, sharing, and dissemination of information with internal business partners.
5. Act as the Knowledge Management communications lead, working with the Learning & Development Team and Digital Operations Team.
6. Contribute to the growth and adoption of Knowledge Base and/or Company Wide Wiki.
7. Develop reports to support operations and prepare presentations for senior management.
8. Conduct ongoing audits of all Knowledge Base pages and articles for accuracy.
9. Design, implement, and oversee quality assurance programs to evaluate service levels.
10. Develop assessment criteria, performance metrics, and reporting mechanisms to measure service quality.
11. Conduct regular audits and assessments of Client interactions to ensure adherence to standards and protocols.
12. Utilize Salesforce functionalities to automate and flag gaps in quality, processes, and compliance standards.
13. Identify inefficiencies or gaps in knowledge management and service delivery processes and propose solutions.
14. Generate regular reports on Key Performance Indicators related to service quality, knowledge management, and client satisfaction.

1. Bachelor's degree in Business Administration, Communications, or a related field.
2. 2+ years in a contact center/customer service environment, hospitality, retail, or equivalent experience.
3. Proven experience in Knowledge Management, Quality Assurance, or similar role within a luxury or premium brand.

1. Proficient in Microsoft Suite, CRM software (Salesforce), SAP ERP, and quality monitoring systems.
2. Ability to prioritize project and case management.
3. Exceptional communication, presentation, and writing abilities.
4. Demonstrated analytical and critical thinking skills.
5. Comfort with virtual and video-based client interactions.
6. Experience in eCommerce and luxury retail sector preferred.
7. High level of maturity, poise, and sound business judgment.
8. Excellent verbal and written communication skills.
9. Detail-oriented mindset with a passion for delivering exceptional client experiences.
10. Self-sufficient, proactive, and positive attitude.
11. Client-focused with a high degree of empathy.

2+ years in a contact center/customer service environment, hospitality, retail, or equivalent combination of education and experience.

Bachelor's degree in Business Administration, Communications, or a related field.

Salary will be negotiated based on relevant skills and experience.

Richemont offers a comprehensive benefits program including medical, dental, and vision programs, health savings and flexible spending accounts, life insurance, disability benefits, 401(k) with employer match, paid time off, wellness reimbursement benefit, and access to the employee assistance program. Volunteer days off are also provided.

Richemont fosters an inclusive and diverse workplace culture. The company is located in Dallas, TX, and offers a hybrid work environment.