Van Cleef & Arpels Quality Manager, Client Relations Center
- Location
- Grand PrairieTexasUSA
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- High Jewelry
- Posted
- Jul 20, 2026
About Van Cleef & Arpels
Founded in 1906 on Place Vendôme, Van Cleef & Arpels is a High Jewelry Maison renowned for poetic creativity, exceptional savoir-faire, and an enduring culture of transmission. As an employer, the Maison offers a refined environment where artisans, designers, retail experts, and corporate teams contribute to creations that unite technical mastery with emotion and wonder. Guided by excellence, discretion, and a deep respect for heritage, Van Cleef & Arpels encourages collaboration, curiosity, and continuous learning across its international network. Employees join a house where craftsmanship is celebrated, client relationships are cultivated with elegance, and each career may help preserve and renew a remarkable legacy.
Van Cleef & Arpels Quality Manager position in Dallas, TX. Lead QA initiatives, develop quality frameworks, and ensure client service excellence.
Role & Responsibilities
- Lead Quality Assurance initiatives across the Client Relations Center, ensuring consistency in Maison standards, service excellence, and client experience across all communication channels
- Evaluate client interactions to ensure alignment with Maison standards, the selling ceremony, operational procedures, and quality expectations
- Develop and maintain quality assurance frameworks, evaluation scorecards, monitoring standards, and calibration practices that promote consistency across the Client Relations Center
- Facilitate recurring calibration sessions with Leadership team to ensure consistent evaluation standards and scoring practices
- Support the development and facilitation of live and virtual training sessions across all regions of the CRC in areas pertaining to quality and improvement
- Analyze quality data, client feedback, client satisfaction and client experience metrics, and performance trends to identify opportunities for coaching, development, and continuous improvement
- Partner with the Data & Insights team to develop quality reporting, analyze performance metrics, and communicate insights and recommendations to leadership
- Collaborate with the Senior Training Manager to develop and facilitate quality-related workshops, coaching sessions, and learning initiatives that strengthen Client Advisor performance
- Leverage quality findings to enhance training materials, standard operating procedures, knowledge resources, and coaching tools
- Ensure compliance with Maison standards, established procedures, and quality expectations across all client communication channels
- Foster a culture of continuous learning, accountability, and service excellence by reinforcing quality standards and best practices throughout the Client Relations Center
Qualifications
- Bachelor's degree
- 5+ years of experience in Quality Assurance, Learning and Development, or a leadership role in luxury retail Client Relations Center or contact center operations
- Strong knowledge of Quality Assurance methodologies, contact center operations, and quality evaluation practices within an omnichannel environment
- Experience developing and implementing quality assurance frameworks, evaluation scorecards, calibration practices, and monitoring standards
- Experience using client experience metrics to inform coaching and support continuous improvement
- Proficiency in Salesforce, Microsoft Office Suite, quality monitoring platforms, CRM systems, and reporting tools
- Valid work authorization for employment in the USA
Skills
Experience
5+ years of experience in Quality Assurance, Learning and Development, or a leadership role in luxury retail Client Relations Center or contact center operations. Experience required in developing and implementing quality assurance frameworks, conducting client interaction evaluations, facilitating calibration sessions, and leveraging client experience metrics to drive continuous improvement and coaching initiatives.
Education
Bachelor's degree
Workplace
The role is situated in Grand Prairie, Texas, USA — conveniently close to Dallas.
Culture
Van Cleef & Arpels fosters a refined and collaborative workplace culture rooted in exceptional craftsmanship, creativity, and the transmission of savoir-faire. As an employer, the Maison values curiosity, precision, and collective excellence, offering an environment where employees contribute to timeless creations while upholding a deep respect for heritage, beauty, and client experience.
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 Van Cleef & Arpels, 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 Manager», «CRC Quality Lead», «Client Experience Quality Manager», «Quality Operations Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.