Customer Service Quality Analyst

Ten Group•New York, NY

13h•Onsite

About The Position

At Ten, our goal is to become the most trusted service business in the world. We are the global market leader for lifestyle management and concierge services, with over one thousand employees worldwide. We deliver our service through a unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and inspire, aiming to improve the lives of millions of members. As a Service Excellence Quality Assurance Manager, you will act as an independent guardian of service standards, assessing and understanding the quality of our service delivery to members. You will collaborate with the Training, Client Services, and Operations teams to ensure consistent improvement in line with corporate requirements and our vision to become the most trusted company in the world delivering personalized services to individuals. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Requirements

Bachelor’s degree or an equivalent combination of education and experience.
Minimum of 1 year of experience in quality assurance, preferably in a customer service or related industry.
Proven experience in a client-facing role, including leading and presenting in meetings.
Demonstrated coaching and training experience, either through managing teams or as a trainer.
Proficiency in local language (English) both written and spoken.
Flexibility to work on different shifts to cover all coaching and workload schedules, including late nights and weekends.
Dependable: Able to work scheduled shifts; be on time, no unjustified absences (6 months).
Excellent verbal and written communication skills (telephone and email communication) to effectively communicate with management and business partners.
Ability to show consideration for and maintain good relations with others.
Ability to handle sensitive and confidential company matters.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Accountability for one’s conduct.
Ability to work independently with minimal supervision, be self-motivated.
Ability to pay attention to the minute details of a project or task.
Ability to utilize the available time to organize and complete work within given deadlines.
Ability to organize and direct a project to completion.
Ability to juggle multiple priorities simultaneously.
Ability to perform work accurately and thoroughly.
Excellent computer skills in MS Office, CRM tools, and Internet.

Nice To Haves

Passion for the client, member, and service delivery standards – You are an advocate for the client/member, you can demand excellence from others.

Responsibilities

Manage Ten North America’s QA (Quality Assurance) standards and processes, including monitoring and scoring calls, emails, and requests on time each month.
Select calls, emails, and requests to be monitored each month.
Complete reviews of calls, emails, and requests through the internal system (Genesys call & screen recording).
Document and score calls, emails, and requests within the QA form and upload into Ten Data.
Alert Lifestyle Manager, Training, or Team Manager of urgent issues and work with them to ensure timely action.
Perform guardian checks of all outbound emails through the Email Proof Reading inbox, including real-time reporting and coaching.
Work with the training team to ensure all corporate program-specific expectations are understood and communicated to TMs, LMs, and the Ops team.
Manage initiatives and projects related to quality, such as Audits, homepage reviews, spot checks, email proof reading, and SIP.
Train and coach new hires on CX best practices (e.g., Introducing QA, QA form, CX score, EPR).
Assist lifestyle managers by answering questions within internal communication channels (e.g., team chats, emails, phone).
Lead internal calibration sessions.
Identify opportunities and work with internal stakeholders to drive service improvements.
Coach Team Managers and Lifestyle Managers on Ten & client requirements for service improvement and best practice.
Conduct coaching sessions, which may include in-person side-by-side and virtual coaching.
Participate in team huddles for specific updates on service improvement.
Contribute to a forum with Operations Manager and key stakeholders to identify and understand trends for business improvement.
Participate in Service Improvement meetings to prioritize issues that will significantly improve service quality for clients and members.
Work with service delivery teams to implement solutions and assess their success through targeted quality audits.
Lead projects that improve service across teams and schemes where appropriate.
Attend train-the-trainer and regular refresher sessions to maintain knowledge of corporate programs.
Deliver training/coaching with a focus on practical learning, including group role-plays and test calls based on real-life scenarios.
Assist in creating new coaching techniques and programs to drive improvements.
Lead and present in call listening sessions with clients.
Prepare trend CX reporting (QA, EPR, etc.) for internal stakeholders to drive informed and targeted service improvement initiatives.
Report back to the business on areas of responsibility and contribute to the review and documentation of best practice business processes and standards.
Prepare and provide performance reports to Lifestyle Managers and Team Managers at individual or team level.
Assist the Operations team with SLAs, including taking calls/emails to cover lines, handling supplier issues, and creating TTS when needed.
Provide support that may vary based on business priorities.
Ensure complaints are managed within SLA and across individual teams.
Assist in managing complaints raised by corporate contacts, providing analysis and summarizing process changes.
Lead efforts to decrease negative feedback and increase positive feedback by providing feedback to Lifestyle Managers and Team Managers.
Handle administrative support activities, including answering inquiries, maintaining calendars, distributing information, and sending/receiving mail.
Perform Manager on Duty duties periodically.
Support global or regional initiatives to enhance service quality or drive revenue efforts.