- Location
- New York City New York USA
- Employment
- Full-Time
- Seniority
- Mid-Level
- Compensation
- $28.65–33.85/hour
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Oct 7, 2026
About Hermès
This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.
Hermès is hiring an Analytics and Quality Assurance Specialist for its Client Relations Center, based on-site at the East Coast Corporate Office in New York, NY. The role leads quality evaluations and analytics across client interactions, develops performance reporting, and partners with CRC leadership on service improvements and training. This is a full-time, unlimited-contract position.
Role & Responsibilities
- Lead and continuously evolve the quality assurance program by conducting thorough evaluations of calls, emails, and chats.
- Analyze operational, client experience, and quality performance data to identify trends, evaluate customer needs, and recommend improvements to service delivery and business outcomes.
- Develop, maintain, and enhance dashboards, scorecards, and reporting tools that track client experience, quality, and operational metrics and support adherence to quality standards, compliance requirements, and brand voice.
- Evaluate, track, analyze, and report on quality assurance performance, customer feedback, and operational trends; identify root causes, monitor service quality, and provide recommendations to leadership through regular business reviews and reporting.
- Prepare quality assurance reports and training recommendations, providing feedback to leadership to identify coaching opportunities, validate training effectiveness, and improve performance.
- Translate complex data into clear narratives, presentations, and business insights that support strategic decisions and operational planning.
- Partner with the Senior Manager and Client Relations Center leadership to implement improvements and training initiatives, ensuring customer-facing policies, processes, workflows, and the knowledge base remain accurate, customer-focused, and aligned with policy.
- Lead calibration sessions and feedback loops to promote consistency, accountability, and operational excellence across customer touchpoints and channels.
- Support ad hoc analyses, business reviews, and strategic initiatives by gathering, interpreting, and presenting relevant performance data and recommendations.
- Promote a culture of quality, curiosity, and customer advocacy to identify risks, influence decisions, and improve the end-to-end customer experience.
- Perform other duties assigned by the supervisor.
Qualifications
- Bachelor’s degree in Business, Communications, Analytics, or a related field preferred.
- At least 3 years of experience in analytics, quality assurance, client relations, customer experience, contact center operations, or a related field.
- Strong analytics and problem-solving skills.
- Advanced proficiency in Microsoft Excel; experience with Power BI, Tableau, or similar business intelligence platforms preferred.
- Proficiency in CRM and call monitoring tools.
- Experience developing dashboards, scorecards, KPI reporting, and performance insights preferred.
- High attention to detail and excellent written and verbal communication skills.
- Ability to synthesize complex data into actionable business recommendations and influence stakeholders through data-driven storytelling.
- Regular in-person work at a Company-designated work location is an essential function of the position.
- Flexibility to work during peak business periods, including extended hours and weekends as needed.
- Knowledge of French is a plus.
Skills
Experience
At least 3 years in analytics, quality assurance, client relations, customer experience, contact center operations, or a related field.
Education
Bachelor’s degree in Business, Communications, Analytics, or a related field preferred.
Workplace
This position is based in New York City, New York, USA.
Explore jobs in the USA.
Compensation
The base compensation for this position ranges from USD 28.65 to USD 33.85 per hour.
Benefits
Commission and bonus incentives based on sales performance; medical, dental, and vision coverage; life insurance and disability coverage; paid time off, including 15 days of annual vacation, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick and safe time; paid parental leave and transition time; 401(k) and Roth retirement plans with company matching and profit sharing; voluntary benefits including flexible spending accounts, fitness reimbursement, and voluntary life insurance; product discount; EAP resources; access to Calm App, Health Advocate, and Family Building Support.
Culture
The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Quality Assurance Analyst», «Customer Experience Analyst», «Contact Center Performance Analyst», «Client Relations Quality Specialist», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.