Customer Service Quality Analyst

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.

Requirements

• Manage Ten North America’s QA (Quality Assurance) standards and processes.
• Coach Team Managers and Lifestyle Managers on Ten & client requirements for service improvement and best practice.
• Identify opportunities and work with the internal stakeholders to drive service improvements.
• Lead and present in call listening sessions with Client.
• Prepare trend CX reporting (QA, EPR, etc.) in a format ready to present to internal stakeholders.
• Report back to the business on your areas of responsibility and contribute to the ongoing review and documentation of best practice business processes and standards.
• Assist the Operations team with SLAs, including but not limited to taking calls/emails to cover lines, handling internal or external supplier issues, and creating TTS (internal back office) when needed.
• Ensure complaints are managed within SLA and across individual teams.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance