Customer Service Quality Analyst

Overview

At Ten our goal is simple, to become the most trusted service business in the world. We are 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 Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly with ambitious plans to innovate and improve the lives of millions of members.

Will you help take us there?

Position: 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 Operations teams to ensure we consistently improve in line with corporate requirements and our vision to become the most trusted company in the world delivering personalized services to individuals.

Reasonable Accommodations: 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.

• Manage Ten North America's QA (Quality Assurance) standards and processes.
• Manage the QA process to ensure calls and requests are monitored and scored on time each month within each team. This will require:
• Selecting calls, emails, and requests to be monitored each month (target set by Team Manager).
• Completing review of calls, emails, and requests through internal systems (Genesys call & screen recording).
• Documenting and scoring calls, emails, and requests within the QA form and uploading into Ten Data.
• Escalating urgent issues to Lifestyle Manager, Training or Team Manager and coordinating action with the appropriate parties to ensure completion on time.

• Guardian check of all outbound emails through Email Proof Reading inbox, including reporting and coaching in real time.
• 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 (audits, homepage reviews, spot checks, email proofreading, SIP, etc.).
• Training and coaching of new hires on CX best practices (Introducing QA, QA form, CX score, EPR).
• Assisting lifestyle managers by answering questions within internal communications (team chats, emails, phone, etc.).
• Lead internal calibration sessions.
• Identify opportunities and work with internal stakeholders to drive service improvements.
• Coach Team Managers and Lifestyle Managers on Ten and client requirements for service improvement and best practice.

• Coaching sessions may include in-person side-by-side and virtual coaching sessions.
• Participate in team huddles for updates on service improvement.
• Contribute to a forum with Operations Manager and key stakeholders to identify opportunities to improve trends within the business.
• Participate in Service Improvement meetings to prioritize issues that will impact service quality seen by clients and members.
• Work with service delivery teams to implement solutions and assess success via targeted quality audits.
• Lead projects that improve service across teams and schemes when appropriate.
• Attend train-the-trainer and refresher sessions to build knowledge of corporate programs.
• Deliver training and coaching with practical learning, including group role-plays and test calls.
• Assist in creating new coaching techniques and programs to drive improvements.
• Client facing and internal reporting.
• Lead and present in call listening sessions with clients.
• Prepare trend CX reporting (QA, EPR, etc.) for internal stakeholders to drive informed improvements.
• Report back to the business on areas of responsibility and contribute to best practice documentation of processes and standards.
• Prepare and provide reporting to Lifestyle Managers and Team Managers on performance at individual or team level.
• Supporting Operations: assist with SLAs, including taking calls/emails to cover lines, handling internal or external supplier issues, and creating TTS (internal back office) when needed.
• Provide support that varies month to month based on business priorities.
• Adherence to escalation processes and communication to Support Internal CX Team: ensure complaints are managed within SLA across teams; analyze and summarize process changes following internal best practices for SLAs and communication.
• Lead efforts to decrease negative feedback and increase positive feedback by providing feedback to Lifestyle Managers and Team Managers to record accurately and drive improvements.
• Other duties as reasonably required.
• Handle administrative support activities (answering inquiries, maintaining calendar, distributing information, sending/receiving mail).
• Manager on Duty: may be required periodically.
• Support global or…