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