At a Glance
- Tasks: Ensure top-notch service quality and drive improvements in customer experience.
- Company: Join Ten, a global leader in lifestyle management and concierge services.
- Benefits: Competitive salary, flexible working options, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on innovation and excellence.
- Why this job: Be a key player in enhancing service standards and making a real difference.
- Qualifications: Experience in coaching, data analysis, and quality assurance is essential.
The predicted salary is between 30000 - 40000 £ per year.
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 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.
Essential Duties and Responsibilities
- Manage Ten North America’s QA (Quality Assurance) standards and processes.
- Identify opportunities and work with the internal stakeholders to drive service improvements.
- Client Facing and Internal Reporting.
- Supporting Operations.
- Adherence to Escalation Processes and Communication to Support Internal CX Team.
- Other duties as reasonably required.
Behavioral Expectations
You will be expected to role model the behaviours associated with our values: Member Focused, Trustworthy, and Pioneering. This means you will deliver the highest level of service to our clients and treat all Ten employees you train as your personal clients. You will be resourceful in finding ways to improve training programs and streamline processes for future efforts, promoting efficiency of resources and business practices.
Required skills: Coaching, Data Analysis, Project Management, Quality Assurance, Reporting, Training, Customer Experience.
Required languages: English.
Customer Service Quality Analyst employer: Ten Lifestyle Group
At Ten, we pride ourselves on being a leading employer in the lifestyle management sector, offering a dynamic work environment that fosters innovation and personal growth. Our commitment to employee development is reflected in our comprehensive training programmes and collaborative culture, where every team member is encouraged to contribute to our mission of delivering exceptional service. Located in a vibrant office setting, we provide competitive benefits and a supportive atmosphere that empowers our employees to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Quality Analyst
✨Tip Number 1
Get to know the company inside out! Research Ten's values, mission, and recent projects. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your skills in coaching, data analysis, and quality assurance can directly benefit Ten. Use real-life examples to demonstrate your expertise and problem-solving abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Ten!
We think you need these skills to ace Customer Service Quality Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Quality Analyst role. Highlight your relevant experience in quality assurance and coaching, and show us how you align with our values of being member-focused, trustworthy, and pioneering.
Showcase Your Skills:We want to see your skills in action! Use specific examples from your past experiences that demonstrate your abilities in data analysis, project management, and customer experience. This will help us understand how you can contribute to our mission.
Be Clear and Concise:When writing your application, keep it clear and to the point. Avoid jargon and make sure your key points stand out. We appreciate straightforward communication, just like we aim to provide to our members!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at Ten!
How to prepare for a job interview at Ten Lifestyle Group
✨Know the Company Inside Out
Before your interview, make sure you research Ten thoroughly. Understand their mission to become the most trusted service business and how they leverage technology in their operations. This will not only show your interest but also help you align your answers with their values.
✨Showcase Your Coaching Skills
As a Customer Service Quality Analyst, you'll need to coach others. Prepare examples from your past experiences where you've successfully trained or mentored someone. Highlight your approach to improving service quality and how you’ve driven positive changes in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-life situations. Think of scenarios where you had to manage quality assurance or improve customer experience. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Your Data Analysis Skills
Since data analysis is key in this role, be ready to discuss how you've used data to drive improvements in service delivery. Bring examples of reports you've created or trends you've identified that led to actionable insights. This will show your analytical mindset and attention to detail.
