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Quality Assurance Coordinator

Gucci - Regular
Jersey City - United States of America

Role Mission The Client Services team based in Jersey City, New Jersey, is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360-degree Omni-channel client experience. The Quality Assurance Coordinator will be responsible for performing assessments, identifying KPI standards and regulations, implementing quality management actions, and contributing to the development of sales and client relations. This individual will work with the Training Manager and Front Office Team reviewing policies and procedures, as well as evaluating the effectiveness of existing programs. The role will collaborate with various departments to measure services levels. As the Quality Assurance Coordinator, you are to represent the brand as a Gucci Ambassador, by promoting the values and ambitions within the luxury market place.


Key Accountabilities

•    Build a third party perspective that holds management/client advisors accountable to providing quality client experiences; 
•    Work closely with client advisors and management teams to shape and calibrate a coaching structure for a uniform client experience;
•    Audit compliance guidelines from PCI and Gucci Practices;
•    Collaborate with Training on a process to audit customer feedback for transparency and accuracy;


•    Revise quality monitoring procedures and standard guidelines based on changes to policies, processes, or systems;
•    Conduct analysis to identify needs and recommend appropriate solutions that distinguish between training, communication, product knowledge;
•    Track to ensure consistent delivery and application of training in client services, operations and client contact;
•    Become the expert on internal and external training resources to address required competencies;
•    Work in a fast-paced system, handling multiple channels at the time;
•    Monitor and evaluate calls and written communications to improve performance;
•    Work cross-functionally with Training, Operations and Human Resources to ensure projects are meeting client expectations and recommended changes are documented;
•    Analyze the success and effectiveness of training programs and track enrollment data;

Key Requirements

•    Minimum of 2 years’ experience in a formalized training position with retail stores or ecommerce;
•    Additional experience in a ecommerce role is desirable;
•    Luxury retail experience is preferred;
•    Must be able to work independently and transparently, possessing the judgment to provide frequent, concise and cogent management updates;
•    Ability to effectively present information in a clear and concise manner, with integrity and confidentially when needed;
•    Excellent interpersonal, written and verbal communication skills; 
•    Highly organized with the ability to handle multiple priorities and complete tasks/projects in accordance with stated deadlines;
•    Ability to read, analyze, assemble, and compile information for reports, special projects and surveys;
•    Comfortable interacting with all levels of employees, treating all with dignity and respect;
•    Proficiency in multiple languages highly desirable;
•    Strong technical aptitude and expertise (Excel, Word, PowerPoint, Learning Management Systems)

  • Full time
  • 北美
  • United States of America
申请

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