Service Excellence Quality Assurance Manager

Service Excellence Quality Assurance Manager

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 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.

Reasonable Accommodations Statement

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.

Essential Duties and Responsibilities:

1. 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.
• Select calls, emails, and requests to be monitored each month.
• Complete review of calls, emails, requests through internal system.
• Document & score calls, emails and requests within the QA form and upload 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.
• Assisting lifestyle managers by answering questions within internal communication.
• Lead on internal calibration sessions.

2. 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.
• Participate in team huddles for specific updates on service improvement.
• Contribute to a forum with Operations Manager and key stakeholders to identify and understand opportunities to improve.
• Participate in Service Improvement meetings to prioritizes the issues that will make the biggest improvements to service quality.
• Work with the service delivery teams to put solutions in place and assess the success of changes made.
• Lead on projects that improve the service across teams and schemes.
• Attend train the trainer and regular refresher sessions.
• Deliver training/coaching with a focus on practical learning.
• Assist in creating new coaching techniques and programs.

3. Client Facing and Internal Reporting

• Lead and present in call listening sessions with Client.
• Prepare trend CX reporting in a format ready to present to internal stakeholders.
• Report back to the business on your areas of responsibility.
• Prepare and provide reporting to Lifestyle Managers and Team Manager on performance.

4. Supporting Operations

• Assist the Operations team with SLAs.
• Provide support that may vary from month to month based on business priorities.

5. Adherence to Escalation Processes and Communication to Support Internal CX Team

• Ensures complaints are managed within SLA and across individual teams.
• Provide analysis and summarizing process changes.
• Lead efforts to decrease negative feedback and increase positive feedback.

6. Other duties as reasonably required.

• Handle administrative support activities.
• Support global or regional initiatives.

Behavioral Expectations:

You will be expected to role model the behaviors 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.