Manager, CRC Training & Quality, Dallas TX
On-siteGrand Prairie, Texas, United States
Job Summary
Lead Quality Assurance initiatives across the Client Relations Center, establishing standards and overseeing efforts to ensure consistency in service excellence across all communication channels. Evaluate client interactions against Maison standards, operational procedures, and quality expectations while developing frameworks, scorecards, and calibration practices. Facilitate recurring calibration sessions with leadership to align evaluation standards and support quality-related training initiatives that strengthen Client Advisor performance. Analyze quality data, feedback, and metrics to identify coaching opportunities and partner with the Data & Insights team to develop reporting and communicate recommendations. Ensure compliance with established procedures and foster a culture of continuous learning and accountability throughout the team.
Required Qualifications
- Bachelors Degree
- 5+ years of experience in Quality Assurance, Learning and Development, or a leadership role within a luxury retail Client Relations Center or contact center environment
- strong knowledge of Quality Assurance methodologies, contact center operations, and quality evaluation practices within an omnichannel environment, including voice, email, chat, and social media
- 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
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