Complaints & Quality Assurance Specialist

Ten Group•New York, NY

15h•Onsite

About The Position

At Ten Lifestyle Group, we create exceptional experiences for over 3.5 million members worldwide, delivering access to the world's most sought-after travel, dining, entertainment, and lifestyle services. As the global leader in concierge and lifestyle management, we operate in over 100 countries and partner with leading financial institutions, premium brands, and high-net-worth clients to deliver truly exceptional service. We're looking for a Complaints & Quality Assurance Specialist to join our Customer Experience team. This is a unique hybrid role that combines complaint resolution, escalation management, quality assurance, coaching, and service improvement. Approximately 50% of your role will focus on managing member and corporate complaints, while the remaining 50% will focus on quality assurance activities, including interaction reviews, audits, calibration sessions, coaching, and identifying opportunities to improve service delivery across the business. You will act as both a voice of the member and a guardian of service standards, ensuring that feedback, complaints, and quality insights are translated into meaningful actions that improve the experiences of our members and clients. Working closely with Operations, Training, Client Services, and Customer Experience leadership teams, you will play a key role in helping Ten deliver industry-leading service and continuous improvement. What Makes Ten Different? We're the world's largest global concierge company, operating in over 100 countries with offices across 23 locations. For more than 30 years, we've partnered with leading financial institutions, premium brands, and high-net-worth clients to deliver services that truly stand apart. As a publicly listed company on the London Stock Exchange, we combine global scale with local expertise, giving you the platform, partnerships, and credibility to deliver at the highest level. We're looking for individuals who thrive in a fast-paced, high-performance environment, people who bring curiosity, attention to detail, sound judgment, and a genuine commitment to delivering exceptional service. In return, you'll benefit from world-class training, global collaboration, and the opportunity to build a career in one of the world's leading concierge and lifestyle service companies.

Requirements

Minimum 3 years' experience in customer service, complaint handling, escalations, customer experience, quality assurance, or a similar service-focused environment.
Experience conducting quality reviews, service assessments, or customer interaction evaluations.
Strong written and verbal communication skills.
Ability to manage difficult conversations professionally and confidently.
Strong investigative and problem-solving skills.
Excellent attention to detail and organizational skills.
Ability to balance multiple priorities in a fast-paced environment.
Comfortable working with a variety of stakeholders, including members, corporate clients, operational leaders, and support teams.

Nice To Haves

Experience coaching or providing constructive feedback to others is advantageous.
A passion for service excellence and improving customer experiences.

Responsibilities

Investigate, manage, and resolve member and corporate complaints from initial receipt through to final resolution.
Take ownership of escalated member concerns and ensure fair, member-focused outcomes.
Conduct thorough root cause investigations and identify opportunities to prevent future issues.
Partner with Operations and Team Managers to implement appropriate service recovery solutions.
Ensure complaints are managed within agreed service levels and company standards.
Monitor complaint trends and recurring issues across the business.
Accurately document complaint outcomes and member feedback.
Serve as a trusted advisor to operational teams on complaint handling and resolution best practices.
Communicate confidently with members, clients, and internal stakeholders throughout the resolution process.
Conduct quality evaluations across calls, emails, written correspondence, and member requests.
Complete quality reviews accurately and within agreed deadlines.
Perform targeted audits, spot checks, homepage reviews, and service quality assessments.
Participate in and facilitate calibration sessions to ensure consistency and alignment.
Support Email Proof Reading activities and provide real-time coaching where necessary.
Identify service quality trends, strengths, and opportunities for improvement.
Deliver coaching and feedback based on quality findings.
Work closely with Training and Operations teams to improve service performance and consistency.
Help drive quality initiatives that enhance member satisfaction and service excellence.
Turn quality insights into practical recommendations and measurable improvements.