Ten Lifestyle Group ยท 3 weeks ago
Customer Service Quality Analyst
New York, NY
Full-time
Onsite
Entry, Mid Level
1+ years expTen Lifestyle Group is a global leader in lifestyle management and concierge services. They are seeking a Customer Service Quality Analyst to oversee service standards and improve the quality of service delivery to members through collaboration with various teams and training initiatives.
Leisure Travel & Tourism
Responsibilities
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 will be set by Team Manager)
Completing review of calls, emails, requests through internal system (Genesys call & screen recording)
Documenting & scoring calls, emails and requests within the QA form and uploading into Ten Data
If urgent attention is required to alert Lifestyle Manager, Training or Team manager of issue, and work with the Team Manager, Training or Allocator to ensure the action is delegated and completed on time
Guardian check of all outbound emails through Email Proof Reading inbox including reporting & 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 rest of the Ops team
Manage initiatives & projects as they apply to quality such as Audits, homepage reviews, spot checks, email proof reading, SIP, etc
Training and coaching of the new hires on CX best practices (i.e Introducing QA, QA form, CX score, EPR)
Assisting lifestyle managers by answering questions within internal communication (i.e. team chats, emails, phone etc)
Lead on internal calibration sessions
Identify opportunities and work with the internal stakeholders to drive service improvements
Coach Team Managers and Lifestyle Managers on Ten & client requirements for service improvement and best practice
I. Coaching sessions can include in-person side by side and virtual coaching sessions
Ii. Participate in team huddles for specific updates on service improvement
Contribute to a forum with Operations Manager and key stakeholders (would include client services, operational TM, Training, CX, Proposition) to identify and understand opportunities to improve (trends) within the business
Participate in Service Improvement meetings to prioritizes the issues that will make the biggest improvements to service quality that will be noticed by the client and the member
Work with the service delivery teams to put solutions in place and assess the success of changes made through targeted quality audits
Where appropriate, lead on projects that improve the service across teams and schemes
Attend train the trainer and regular refresher sessions to build and maintain your knowledge of corporate programs
Deliver training/coaching with a focus on practical learning, running group role-plays and test calls based on real-life scenarios if needed
Assist in creating new coaching techniques and programs to drive improvements
Client Facing and Internal Reporting
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 to enable them to drive informed and targeted service improvements initiatives
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
Prepare and provide reporting to Lifestyle Managers and Team Manager on performance at individual or team level
Supporting Operations
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
Provide support that may vary from month to month based on business priorities
Adherence to Escalation Processes and Communication to Support Internal CX Team:
Ensures complaints are managed within SLA and across individual teams
Assist in managing any complaints raised by corporate contacts, providing analysis and summarizing 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 accurately record, enabling us to learn from mistakes and ensure improvements are made by all service delivery teams
Other duties as reasonably required
Handle administrative support activities, which include, but are not limited to answering inquiries, maintaining calendar, distributing information and sending/receiving mail
Manager on Duty: may be required periodically
Support global or regional initiatives to enhance service quality or drive revenue efforts
Qualification
Required
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
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
Company
Ten Lifestyle Group
Ten partners with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Laura Noelle Phillips
Strategic Partnerships Manager - Travel
Company data provided by crunchbase