Complaints & Quality Assurance Specialist

About Ten Lifestyle Group

Ten Lifestyle Group is a premier provider of concierge and lifestyle management services, catering to over 3.5 million members worldwide. Operating in more than 100 countries, the company partners with top financial institutions, luxury brands, and affluent clients to offer exclusive access to travel, dining, entertainment, and lifestyle experiences.

Role Overview

This position combines complaint resolution with quality assurance to enhance customer satisfaction and service standards. The successful candidate will dedicate about half their time to resolving member and corporate complaints and the other half to quality assurance activities aimed at continuous improvement of service delivery.

Key Responsibilities

• Manage the full lifecycle of member and corporate complaints, ensuring timely and fair resolution.
• Handle escalated concerns by conducting detailed investigations and working with Operations and Team Managers to implement recovery actions.
• Analyze complaint trends, document outcomes meticulously, and act as an advisor on complaint management best practices.
• Carry out comprehensive quality evaluations of calls, emails, and written communications, along with audits, spot checks, and service quality assessments.
• Lead and participate in calibration sessions, support proofreading efforts, and deliver coaching based on quality findings.
• Collaborate closely with Training and Operations to foster continuous service enhancement and align quality initiatives with member satisfaction goals.

Candidate Requirements

• At least three years of experience in customer service, handling complaints, escalations, customer experience, or quality assurance environments.
• Proven ability to conduct service and interaction quality assessments effectively.
• Exceptional verbal and written communication skills with confidence in managing challenging conversations.
• Strong investigative aptitude and problem-solving capabilities.
• High level of attention to detail and organizational skills, capable of multitasking in dynamic settings.
• Experience in coaching or providing constructive feedback is considered a plus.
• A dedication to delivering excellent service and improving customer experiences.
• Comfortable engaging with diverse stakeholders including members, corporate clients, and internal teams.

Benefits and Work Conditions

• Competitive salary with incentive programs.
• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan and additional benefits.
• Paid leaves including parental leave.
• Opportunities for learning, development, and global career progression.
• Employee discounts and partner offers.
• Supportive, collaborative team environment.
• Full-time, permanent role based entirely in-office, with positions in New York City and Las Vegas.
• Regular weekend work schedule including Saturdays and Sundays.