- Location
- Jersey City New Jersey USA
- Employment
- Full-time
- Seniority
- Entry-Level
- Compensation
- $50,000–70,000/year
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Nov 1, 2026
About Tory Burch
Founded in New York in 2004, Tory Burch is an American luxury lifestyle brand distinguished by its expressive use of color, signature prints and modern interpretation of classic style. Its collections span ready-to-wear, handbags, footwear and accessories, reaching an international clientele through a global retail and digital presence. As an employer, the company offers opportunities across design, merchandising, retail, technology and corporate functions, combining creative ambition with commercial expertise. Employees contribute to a founder-led business whose identity connects personal style with purpose. Women’s empowerment remains central to this identity, notably through the Tory Burch Foundation’s support for women entrepreneurs.
Tory Burch seeks a Client Services Quality and Performance Associate to oversee quality frameworks, calibrations, scorecards, analytics, reporting, and vendor quality alignment. The role requires at least 2 years of relevant experience; the annual compensation range is USD 50,000–70,000, based on relevant experience and work location.
Role & Responsibilities
- Maintain the Quality Monitoring (QM) framework, evaluation criteria, and scoring standards.
- Ensure consistent quality standards across internal teams and vendor partners.
- Lead quality assurance (QA) calibrations to align evaluation standards.
- Develop and manage agent performance scorecards.
- Identify performance gaps and opportunities.
- Support coaching strategies through performance insights.
- Build, maintain, and optimize dashboards covering product insights, client sentiment, and agent performance.
- Ensure reporting tools are accurate, consistent, and usable.
- Analyze quality results and performance data to identify trends and root causes.
- Translate data into actionable insights to drive agent coaching and performance improvement.
- Develop and deliver reports to leadership, synthesizing insights from quality results, client sentiment, and product feedback dashboards.
- Partner cross-functionally to address systemic issues and drive improvements.
- Conduct QA calibrations with vendor partners.
- Monitor vendor performance and quality alignment.
- Support continuous improvement across outsourced operations.
Qualifications
- At least 2 years of experience in quality assurance, contact center operations, or customer experience.
- Experience with QM systems and evaluation frameworks.
- Experience conducting QA calibrations.
- Strong analytical, dashboarding, and reporting skills.
- Strong communication and insight translation skills.
- Preferred: Experience developing or maintaining agent performance scorecards, quality reporting, or leadership-facing dashboards.
- Preferred: Experience partnering with vendor teams or outsourced operations to align quality standards and performance expectations.
Skills
Experience
At least 2 years in quality assurance, contact center operations, or customer experience.
Workplace
The role is situated in Jersey City, New Jersey, USA — conveniently close to New York City.
Explore jobs in New Jersey or in the USA.
Compensation
The base compensation for this position ranges from USD 50,000 to USD 70,000 per annum.
Benefits
Generous benefits supporting health, financial security, and wellness; employee discount; access to exclusive sample sales; on-demand executive coaching; and paid volunteer days.
Culture
Tory Burch’s workplace culture reflects the brand’s entrepreneurial spirit and optimistic outlook, bringing together creative expression, commercial ambition and a collaborative approach to building a global fashion business. Its commitment to women’s empowerment gives the company a distinctive sense of purpose, connecting its identity as an employer with its broader mission to support women’s ambitions.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Tory Burch, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Client Services Quality Assurance Associate», «Customer Experience Quality Associate», «Client Services Performance Analyst», «Quality Monitoring Associate», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.