Customer Service Quality Analyst - Full-time

Position Overview

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 with ambitious plans to innovate and improve the lives of millions of members. As a Service Excellence Quality Assurance Manager, you will act as an independent guardian of service standards, assessing and ensuring the quality of our service delivery to members. Working alongside the Training, Client Services, and Operations teams, you will help drive continuous improvement in line with corporate requirements and our vision to become the most trusted provider of personalized services.

Key Responsibilities

• Manage Ten North America’s QA standards and processes – monitor calls, emails, and requests; document and score interactions; and conduct real-time coaching including guardian checks for outbound communication.
• Identify opportunities with internal stakeholders to drive service improvements through coaching sessions, team huddles, and dedicated service improvement meetings.
• Lead client-facing initiatives and internal reporting by presenting call listening sessions, preparing trend CX reports, and ensuring clear communication of performance to team leads.
• Support Operations by assisting with SLAs, covering lines as needed, and providing flexible back-office support based on business priorities.
• Ensure adherence to escalation processes and assist in managing complaints by providing timely feedback and coordinating with Lifestyle Managers and Team Managers.
• Perform other duties as required including administrative support, calendar management, and participation in both global and regional initiatives.

Required Qualifications

• Education: Bachelor’s degree or an equivalent combination of education and experience.
• Experience Required: A minimum of 1 year in quality assurance, preferably in a customer service or related industry, with proven client-facing and training/coaching experience.
• Qualifications: Proficient in English (written and spoken), flexible to work varied shifts (including late nights and weekends), dependable, and skilled in clear written and verbal communication.
• Requirements: Demonstrated attention to detail, strong project and time management skills, ability to work independently, multitask effectively, and maintain discretion when handling sensitive information.

Benefits & Perks

• 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