Quality Assurance Analyst

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 Quality Assurance Analyst, you will support the delivery of consistent, high-quality member experiences by independently evaluating customer interactions against Ten and client-specific quality standards. You will assess service interactions to identify strengths, performance gaps, and opportunities for improvement.

Working closely with the CX Team Manager, Operations, Training, Client Services, and other key stakeholders, you will provide objective and actionable feedback, support quality activities, identify quality trends, and contribute to initiatives designed to improve service delivery and the overall member experience.

The role requires strong attention to detail, sound judgment, consistency, and the ability to interpret and apply client and program requirements fairly across quality evaluations.

Support Ten's Quality Assurance standards and processes to ensure service interactions are evaluated accurately, consistently, and within established timelines.

Responsibilities include:

• Complete assigned quality evaluations in accordance with established monthly targets and deadlines.

• Review and assess service interactions using approved QA tools, scorecards, and evaluation criteria.

• Accurately document evaluation results and provide clear, objective, and actionable feedback.

• Apply Ten and client-specific standards consistently across evaluations.

• Identify and appropriately escalation significant quality concerns or issues requiring timely attention.

• Participate in and lead internal calibration sessions as assigned, supporting consistency and alignment across the QA team.

• Maintain current knowledge of program requirements, processes, service standards, and QA expectations.

• Support the communication and reinforcement of quality expectations by providing feedback, guidance, and clarification to Lifestyle Managers and operational teams.

• Support targeted audits, quality reviews, and other quality initiatives as required.

Identify quality trends and opportunities for improvement and work collaboratively with key stakeholders to support continuous improvement in service delivery.

Responsibilities include:

• Identify recurring trends, performance gaps, and opportunities for improvement through quality evaluations and other quality activities.

• Share relevant quality findings and feedback with Team Managers and appropriate stakeholders to support follow-up and improvement actions.

• Participate in team huddles, service improvement discussions, and other forums as required to provide quality-related insight.

• Work collaboratively with Operations, Training, Client Services, and other stakeholders to support solutions addressing identified quality trends or gaps.

• Proactively develop, propose, and lead quality improvement initiatives or projects based on identified trends, service gaps, or opportunities for improvement.

• Create tools, resources, processes, or other solutions designed to improve quality, consistency, and the member experience.

• Support targeted quality reviews and audits to assess whether implemented actions are driving the intended improvement.

• Support…