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Ten Lifestyle Group · 1 month ago

Service Excellence Quality Assurance Manager

New York, New York, United States

Full-time

Onsite

Mid, Senior Level

Ten Lifestyle Group is the global market leader for lifestyle management and concierge services, aiming to become the most trusted service business in the world. As a Service Excellence Quality Assurance Manager, you will oversee service standards and quality assurance processes, collaborating with various teams to enhance service delivery and improve member experiences.

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

Coaching sessions can include in-person side by side and virtual coaching sessions

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

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

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

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

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

Quality Assurance ManagementCoachingTrainingService ImprovementData AnalysisClient ReportingCommunication SkillsTeam CollaborationProblem Solving

Required

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