Knowledge Management & Quality Specialist Knowledge Management (~60% of Role) Quality Monitoring (~30% of Role) Other Responsibilities (~10% of Role)

Job description

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

 

Knowledge Management + Quality Specialist

Richemont | Dallas, TX (Hybrid)

 

Role Overview

This role is ideal for someone who is highly motivated to create an environment where consistent, elevated, best in class client experiences are met and exceeded. We are seeking a detail-oriented individual to join our Client Relations Center as a Knowledge Management + Quality Specialist. This role will be pivotal in collaborating with partners and functions across the organization and in contributing to excellence in three core areas: documentation of processes, managing knowledge resources for compliance standards,and  implementing quality measures to contrinute to improve service delivery.

 

Responsibilities

Knowledge Management (~60% of Role)

·  Maintain a comprehensive Knowledge Base and repository of information pertinent to luxury services, policies and client-facing solutions/offerings.
·  Regularly update and refine knowledge resources to ensure accuracy, relevance and accessibility for Client Relations Center Ambassadors, Operational Leaders and Brand/Maison leads.
·  Collaborate with various departments to gather and update services, policies, FAQs, troubleshooting guides and best practices.
·  Establish processes and procedures to facilitate easy access, sharing, and dissemination of information with internal business partners.
·  Act as the Knowledge Management communications lead, working with the Learning & Development Team and Digital Operations Team to schedule and push out internal communications using our existing Knowledge Management platform(s).
·  Contribute to the growth and adoption of Knowledge Base and or Company Wide Wiki (OneWiki), as applicable and/or assigned.
·  Develop reports as required to support operations, write knowledge content as required, and prepare presentations for senior management to support recommended changes, new initiatives, or enhancements.
·  Ongoing, consistent and timely audits of all Knowledge Base pages and articles for accuracy.

 

Quality Monitoring (~30% of Role)

·  Design, implement, and oversee quality assurance program(s) to evaluate and provide verbal or written communicated regarding service levels provided by Client Relations Center Ambassadors through process adherence, data accuracy and compliance standards.
·  Develop assessment criteria, performance metrics, and reporting mechanisms to measure service quality and identify areas for improvement.
·  Conduct regular audits and assessments of Client interactions (calls, emails, chats, etc.) to ensure adherence to Richemont standards, policies, laws/regulations and service protocols.
·  Utilizes Salesforce Functionalities and Capabilities to automate and flag gaps in quality, processes, data accuracy, compliance standards, etc.

Other Responsibilities (~10% of Role)

·  Process Improvement:
·  Identify inefficiencies or gaps in knowledge management and service delivery processes and propose solutions for improvement.
·  Work closely with cross-functional teams to implement enhancements and optimize workflows for increased efficiency and client satisfaction.
·  Reporting and Analysis:
·  Generate regular reports on Key Performance Indicators (KPIs) related to service quality, knowledge management and client satisfaction.
·  Analyze data and trends to provide actionable insights and recommendations for continuous improvement.

Qualifications

·  Education : Bachelor's degree in Business Administration, Communications, or a related field.
·  Required Experience:
·  2+ years in a contact center/customer service environment, hospitality, retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
·  Proven experience in Knowledge Management, Quality Assurance, or similar role within a luxury or premium brand.
·  Technical Skills and Abilities:
·  Proficient in using the following software:
·  Microsoft Suite (SharePoint, MS Forms, etc.)
·  CRM software (Salesforce including Salesforce ‘Knowledge Articles’)
·  SAP ERP
·  Salesforce Knowledge Articles and SharePoint)
·  Quality monitoring systems (Salesforce or other)
·  Email and chat management tools a plus
·  Ability to prioritize project and case management within different running systems.
·  Demonstrated ability with editing, authoring and innovating written and oral communication and independently determined to complete tasks on time.
·  Exceptional communication, presentation and writing abilities.
·  Demonstrated analytical and critical thinking skills.
·  Ability to quickly absorb extensive information on our brands’ history, product offerings, and communications/advertising program
·  Comfort with virtual and video-based client interactions and distance sales
·  Experience in eCommerce, luxury retail sector with a watchmaking background preferred.
·  Personal Skills:
·  Must display a high level of maturity, poise, and sound business judgment
·  Excellent verbal and written communication skills
·  Strong understanding of formal and informal etiquette and manners
·  Detail-oriented mindset with a passion for delivering exceptional client experiences.
·  Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player with ability to communicate with Radical Candor
·  Client-focused:
·  Developing, promoting, and communicating empathy for clients and partners
·  Ability to handle highly sensitive clients and situations while staying solution oriented
·  A passion to assist, whether with clients, internal partners and/or developing teams
·  High degree of empathy and ability to build meaningful relationships with a diverse range of stakeholders.
· 
·  Organized and efficient for day-to-day operations
·  Willingness to work flexible working hours that fit business needs
·  Cultural intelligence and languages a plus

 

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

 

Salary will be negotiated based on relevant skills and experience.

 

WE OFFER

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

 

At Richemont, We Craft the Future!