Quality & Insights Analyst

Tempur Sealy International • Lexington, KY

5d

About The Position

The Quality & Insights Analyst evaluates operational performance, customer interactions, and business processes across Direct-to-Consumer Operations to ensure quality standards are met. Through audits, data analysis, and customer feedback, the role identifies trends, uncovers root causes, and provides actionable insights that improve customer experience and operational effectiveness.

The analyst performs quality evaluations across customer and operational channels, applies established evaluation criteria, documents findings, analyzes performance metrics, and supports recurring reporting. The role also examines customer feedback and operational data to identify emerging issues and improvement opportunities, supports corrective actions and process changes, and collaborates with internal stakeholders to improve customer and business outcomes.

Requirements

• High school diploma or equivalent required.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and commitment to accuracy.
• Ability to interpret data and identify meaningful trends.
• Strong written and verbal communication skills.
• Proficiency with Microsoft 365 applications, including Excel.
• Ability to learn new systems, tools, and technologies quickly.
• Strong organizational skills and ability to manage multiple priorities.

Nice To Haves

• Two or more years of experience in quality assurance, customer service, operations, order management, or a related field preferred.

Responsibilities

• Perform quality evaluations across calls, emails, chats, operational workflows, and other business processes.
• Apply established quality standards and evaluation criteria consistently and accurately.
• Document audit findings and provide meaningful feedback to leadership.
• Analyze audit results, performance metrics, and KPIs to identify trends, risks, and opportunities.
• Assist in preparing recurring reports.
• Conduct root-cause research to identify drivers of customer and operational challenges.
• Analyze customer feedback, CSAT data, audit results, and customer sentiment to identify trends, root causes, and improvement opportunities.
• Identify recurring issues, process gaps, and operational inefficiencies, and partner with stakeholders to implement corrective actions.
• Support process improvements, operational enhancements, and system rollouts by participating in implementation, measuring effectiveness, monitoring adoption, and recommending improvements.
• Contribute to self-service initiatives, AI readiness, and operational efficiency by identifying documentation gaps and improvement opportunities.
• Escalate and help resolve customer experience concerns and recurring issues.
• Collaborate with DTC Order Operations, eCommerce, Tools, Customer Experience teams, and other internal stakeholders.
• Present findings, trends, and recommendations to leaders and stakeholders.
• Support special projects and strategic initiatives as assigned.

Benefits

• Generous paid time off.
• Competitive medical, dental, and other wellness programs.
• Company-paid disability and life insurance.
• Retirement plan options.
• Generous employee purchase discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED