Quality Assurance Analyst

Job Description

Job Description

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. 

1. Quality Assurance Standards & Processes 

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 escalate 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. 

2. Service Improvement 

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 QA-related onboarding and training by providing guidance on quality standards, evaluation criteria, and QA processes. 

• Attend relevant training, refresher sessions, and program updates to maintain knowledge and support consistent application of service standards. 

3. Client-Facing Quality Sessions & Reporting 

Lead client-facing quality sessions and support accurate and timely quality reporting in accordance with client and business requirements. Responsibilities include: 

• Lead and present in assigned client Call Listening sessions each month, in accordance with established schedules and client requirements. 

• Prepare appropriately for assigned client sessions, including reviewing relevant interactions, quality requirements, and supporting information. 

• Participate in other client-facing quality discussions or sessions as required. 

• Provide supporting analysis or quality information for client reporting and business reviews as required. 

• Ensure quality reporting and information shared with stakeholders is accurate, objective, and supported by available evidence. 

4. Supporting Operations 

Partner with Operations and other business areas to support service delivery and broader business priorities as required. Responsibilities include: 

• Provide quality-related guidance and support to Operations when clarification of service standards, client requirements, or QA expectations is required. 

• Support the review of service issues or operational concerns where QA insight or evaluation is required. 

• Collaborate with Operations on quality-related actions, initiatives, or business priorities as required. 

• Provide operational support when required based on business needs, which may include supporting customer contact channels, service requests, or other operational activities. 

• Remain flexible in supporting reasonable business needs that may fall outside of normal day-to-day QA responsibilities, while continuing to meet core QA and client commitments. 

5. Escalation, Complaint & Feedback Support 

Support the appropriate identification, reporting, and handling of member feedback, complaints, and escalations in accordance with established processes. Responsibilities include: 

• Identify member feedback or complaints encountered through quality evaluations, Client Call Listening sessions, or other quality activities and ensure they are appropriately captured and reported internally. 

• Ensure feedback identified during quality activities is documented accurately and contains sufficient information to support appropriate follow-up. 

• Escalate or flag identified feedback and concerns through the appropriate internal channels in accordance with established processes. 

• Provide support with complaint or escalation research, documentation, and client communication when required due to business demand, coverage needs, or other circumstances. 

• When supporting an assigned complaint or escalation, ensure research and information provided is factual, accurate, objective, and completed within applicable timelines. 

• Maintain appropriate confidentiality and discretion when handling member, client, or employee information. 

6. Additional Responsibilities 

Support additional quality, regional, global, or business initiatives as reasonably required. Responsibilities may include: 

• Participate in projects, pilots, audits, or other initiatives aligned with business, client, or service quality priorities. 

• Provide reasonable administrative or business support related to the responsibilities of the role. 

• Adapt to evolving business, client, and operational requirements and undertake other duties reasonably aligned with the role as required. 

BEHAVIORAL EXPECTATIONS 

As a Quality Assurance Analyst, you will be expected to role model Ten’s standards and behaviors, including being bold, working as one team, taking ownership, collaborating, communicating with purpose, welcoming feedback, and demonstrating a commitment to personal growth and the development of others. 

Within the Quality function, this means demonstrating professionalism, integrity, objectivity, and accountability while maintaining a fair and consistent approach to quality. 

• Remain objective and evidence-based when evaluating quality and providing feedback. 

• Demonstrate consistency and fairness when applying quality standards. 

• Take ownership of assigned responsibilities, deadlines, and commitments. 

• Be bold in identifying opportunities for improvement and bringing forward ideas, solutions, and constructive challenge when appropriate. 

• Communicate with purpose, ensuring information and feedback is clear, professional, constructive, and appropriate for the audience. 

• Collaborate effectively and contribute to a one-team approach across Quality, Operations, Training, Client Services, and other stakeholders. 

• Welcome feedback and demonstrate commitment to personal growth and continuous development. 

• Demonstrate leadership through ownership, initiative, sound judgment, and positive influence, regardless of position or title. 

• Respect different perspectives and contribute to an inclusive and collaborative working environment. 

• Maintain appropriate confidentiality and discretion when handling sensitive information. 

Requirements

Required 

• Minimum high school diploma or equivalent. 

• Previous experience working in a call center, contact center, or customer service environment. 

• Previous experience in Quality Assurance, quality monitoring, or a related quality-focused role. 

• Previous experience within the travel industry, with a strong understanding of travel-related customer service and booking processes. 

• Strong verbal and written communication skills, with the confidence and ability to present information to internal and external stakeholders. 

Preferred 

• Experience using Genesys or a comparable contact center/quality management platform. 

• Experience using Amadeus or another Global Distribution System (GDS). 

• Experience within concierge, premium travel, financial services, or other high-touch customer service environments. 

• Experience facilitating or presenting in client-facing meetings or quality sessions. 

KNOWLEDGE, SKILLS & ABILITIES 

• Strong attention to detail with the ability to evaluate service objectively and accurately. 

• Strong analytical and critical-thinking skills, with the ability to identify patterns, trends, and opportunities for improvement. 

• Ability to interpret and consistently apply quality standards, client requirements, and established processes. 

• Strong verbal and written communication skills, including the ability to confidently lead and present in client-facing sessions. 

• Strong organizational and time-management skills with the ability to manage multiple priorities and meet established deadlines. 

• Ability to work independently, take ownership, and exercise sound judgment with minimal supervision. 

• Ability to develop ideas into practical quality improvement initiatives, tools, or projects. 

• Strong collaboration and interpersonal skills with the ability to work effectively across teams and functions. 

• Adaptability and flexibility in response to changing client requirements, business priorities, and operational needs. 

• Ability to handle sensitive and confidential information with appropriate discretion. 

• Proficiency with standard business technology and the ability to learn new systems and tools.