Service Excellence Quality Assurance Manager

Ten Group•Las Vegas, NV

28d

About The Position

At Ten our goal is simple, to become the most trusted service business in the world. We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there? As a Service Excellence Quality Assurance Manager , you will act as an independent guardian of service standards within the business, assessing and understanding the quality of our service delivery to members. You will work alongside the Training, Client Services and the Operations teams to ensure we consistently improve in line with corporate requirements as well as our vision to become the most trusted company in the world delivering personalized services to individuals. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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
Language requirement both 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)
Communication - your communication style is confident and persuasive with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with management and business partners.
Passion for the client, member, and service delivery standards – You are an advocate for the client/member, you can demand excellence from others.
Tactful - Ability to show consideration for and maintain good relations with others.
Discretion – Ability to handle sensitive and confidential company matters
Common Sense - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Responsible - Accountability for one’s conduct.
Independence - Ability to work independently with minimal supervision, be self-motivated.
Attention to Detail - Ability to pay attention to the minute details of a project or task.
Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
Project Management – Ability to organize and direct a project to completion.
Multitasker – Ability to juggle multiple priorities simultaneously.
Accuracy - Ability to perform work accurately and thoroughly.
Computer Proficiency - excellent computer skills in MS Office, CRM tools, and Internet.

Responsibilities

Manage Ten North America’s QA (Quality Assurance) standards and processes.
Identify opportunities and work with the internal stakeholders to drive service improvements.
Client Facing and Internal Reporting
Supporting Operations
Adherence to Escalation Processes and Communication to Support Internal CX Team:
Other duties as reasonably required.