Louis Vuitton Client Service Center is seeking a Quality Assurance Manager for our campus in Irving, TX! Reporting to the Director of Training & Quality, this role will direct a team in assessing, coaching, and implementing quality standards for inbound/outbound calls and written correspondence for our CSC. You will also establish guidelines governing client interactions and oversee monitoring programs to help us build a World-Class Client Experience.

This individual should display a true passion for the brand as well as a consistent record in the setup, execution, and management of quality programs. They must also possess a passion for enhancing customer satisfaction through efficient operations and service excellence, as well as experience identifying and scaling processes and workflow opportunities via data analytics. The ability to build partnerships with other Teams while maintaining a commitment to educating the center to Delight the Client with every interaction is a must.

• 5+ years of Quality Assurance Managerial experience in a call-center environment
• Excellent oral and written communication skills
• Solution orientated approach
• Experience leading employer branding initiatives
• 4+ years of experience leading direct reports

Team Management and Development

• Supervise the day-to-day activities of Quality Experts
• Ensure Quality opportunities are improved by being a transparent presence and support, exploring creative solutions that will benefit the Client and the brand, resolving sophisticated client situations, and ensuring the Louis Vuitton Promise standards are achieved
• Utilize Quality reporting and trends to provide qualitative feedback to Quality Experts and other business partners
• Provide consistent coaching, Quality reviews, and assessments, helping to identify the team’s development and training needs, and offering suggestions for individual action plans
• Perform call listening and calibrations to advise the leadership team of thematic opportunities