Quality Analyst ("Guardian Process Administrator") - Ten Group

About us

Ten Lifestyle Group is a leading, technology-enabled lifestyle and travel platform, providing trusted concierge services to its members 24 hours a day, 365 days a year.

Our goal is simple: to become the most trusted service business in the world. We are the global market leader for travel and lifestyle management services, providing services from a strong global office network with over one thousand employees.  

We use our expertise, technology and scale to get our members direct access to the best travel, entertainment, dining and luxury retail services.

Ten is growing quickly and has ambitious plans to innovate, keep inspiring and to continue to improve the lives of millions of members. Will you help take us there? 

About the role

We are seeking a detail-oriented and proactive Quality Analyst (“Guardian Process Administrator”) to ensure the quality and accuracy of email communications and purchases within our program.

The ideal candidate will be responsible for overseeing and implementing the Guardian Process, which involves reviewing email content and purchases for accuracy and compliance with program guidelines.

This role is essential for maintaining high standards of communication and financial accuracy, particularly for team members with less than six months of experience or those requiring additional quality oversight. 

Responsibilities:

Email Review and Approval: 

• Review all email communications created and sent by Learning Managers (LMs) with less than six months of experience or those who have not passed their Quality Assurance (QA) score for email for two or more consecutive months. 

• Ensure emails are accurate in terms of content, grammar, punctuation, and adherence to program guidelines before distribution to cardholders. 

• Collaborate with management and other stakeholders to ensure compliance with agreed standards for email communication. 

Purchase Review and Oversight: 

• Conduct daily reviews of all purchases made within the program to ensure accuracy and alignment with policies. 

• Report any discrepancies or issues to management for further action. 

Program Launch & Process Management: 

• Work with management to establish and manage the Guardian Process during the first two months of program launch. 

• Continuously assess the process, making improvements as needed to ensure effectiveness and compliance with established goals. 

Monthly Reporting and Trend Analysis: 

• Compile and provide monthly reports detailing the number of emails reviewed by LMs. 

• Identify and report trends in email communications, highlighting areas for improvement or additional training. 

Collaboration and Communication: 

• Collaborate with team leaders, management, and administrative staff to ensure smooth implementation and execution of the Guardian Process. 

• Serve as a point of contact for inquiries related to email and purchase review processes. 

Requirements

Essential requirements:

-        Previous experience in a quality role

-        Strong attention to detail

-        Excellent English skills, both verbal and written

-        Experience working with teams

-        Experience with reporting

Preferred requirements:

-        Writing qualification or equivalent

-        Technical background with an ability to use various technologies

-        Experience within the travel industry

This is a hybrid role which requires you to be in the office 2-3 days a week.

Salary Range:

$75K to $90K

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Why join us?

·        We are the global market leader

·        We are entrepreneurs

·        We invest in technology

·        We invest in people

·        And most importantly, we are fun and we have fun!

Learn more about Life at Ten here.

Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.