Richemont Quality Program Specialist

About Richemont

Richemont is one of the world’s foremost luxury groups, stewarding a distinguished portfolio of maisons across jewellery, watchmaking, fashion and accessories, including Cartier, Van Cleef & Arpels, Jaeger-LeCoultre and Montblanc. As an employer, it combines the heritage of artisanal excellence with a forward-looking culture shaped by innovation, client-centricity and responsible business. Its global teams operate in an environment that values craftsmanship, entrepreneurship and collaboration, offering opportunities to grow within iconic maisons and group functions alike. Richemont attracts professionals who aspire to contribute to enduring luxury, preserving rare savoir-faire while helping define the future of high craftsmanship.

Role & Responsibilities

• Architect, implement, and continuously optimize comprehensive quality assurance programs using COPC-aligned scorecards to evaluate and enhance service levels across compliance-critical, business-critical, and customer-critical standards
• Formulate robust assessment criteria, performance metrics, and reporting mechanisms to measure quality and generate actionable insights across all client interaction channels (voice, email, chat, digital)
• Lead and facilitate strategic Quality Review Meetings with Maison Senior Management, delivering data-driven insights to identify and address performance gaps
• Lead and actively contribute to multi-party calibration sessions with CRC Support functions to ensure precision of quality scoring and data integrity
• Harness Salesforce functionalities to optimize and automate quality monitoring processes, proactively identifying critical gaps in quality, operations, data accuracy, and compliance standards
• Develop and present comprehensive reports on Key Performance Indicators related to service quality and client satisfaction, translating data into strategic recommendations for operational enhancement
• Conduct in-depth analysis of quality monitoring data and emerging trends to identify root causes of performance variances and provide strategic improvement insights
• Maintain Standard Operating Procedures for quality, including policies, sampling methods, and documentation necessary for COPC certification audits
• Actively contribute as backup to the Knowledge Management & Training Specialist, ensuring timely maintenance and strategic updating of the Knowledge Base
• Support internal communications initiatives to foster informed and aligned teams across the Client Relations Center

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field
• 2+ years in a contact center, customer service environment, hospitality, retail, or equivalent combination of education and experience
• Strong understanding of COPC best practices for customer experience and quality management
• Proven experience in Quality Assurance or similar role within a luxury or premium brand
• Proficiency in Microsoft Suite (SharePoint, MS Forms)
• Proficiency in Salesforce and quality monitoring systems
• Familiarity with SAP ERP and email/chat management tools
• Demonstrated ability with editing, authoring, and innovating written and oral communication for reporting and feedback
• Exceptional communication, presentation, and writing abilities
• Demonstrated analytical and critical thinking skills with ability to interpret complex data
• Ability to quickly absorb extensive information on brands' history, product offerings, and communications programs
• High level of maturity, poise, and sound business judgment
• Strong understanding of formal and informal etiquette and manners
• Detail-oriented mindset with passion for delivering exceptional client experiences
• Self-sufficient, proactive, and positive attitude; team player with ability to communicate with Radical Candor
• Client-focused with ability to handle highly sensitive clients and situations while staying solution-oriented
• Ability to prioritize project and case management within different running systems

Skills

Experience

2+ years in a contact center, customer service environment, hospitality, retail, or equivalent combination of education and experience. Proven experience in Quality Assurance or a similar role within a luxury or premium brand is highly desirable.

Education

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

Workplace

Benefits

Comprehensive benefits program including medical, dental, and vision programs; health savings and flexible spending accounts; access to employee assistance program; life insurance; disability benefits; 401(k) with employer match; wellness reimbursement benefit; paid time off; volunteer time off days.

Culture

Richemont fosters a refined, international workplace where its Maisons preserve exceptional craftsmanship while benefiting from the strength and perspective of a global luxury group. As an employer, it values long-term stewardship, collaboration, innovation, and the development of talent within an environment shaped by heritage, creativity, and high standards.

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.