Customer Insight & Quality Analyst

Tempur Sealy International; Lexington (KY); Presencial; USD 36.000 - 51.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid time off

Medical & dental insurance

Disability and life insurance

Retirement plan

Employee discounts

Descripción de la vacante

Tempur Sealy International is seeking a Quality & Insights Analyst to evaluate performance across Direct-to-Consumer operations, conduct audits, analyze data, and deliver insights that improve customer experience and operations.

You will perform quality evaluations across calls, emails, chats and workflows, analyze KPI trends, prepare leadership reports, and partner with stakeholders to drive continuous improvement in Lexington, KY.

Formación

• High School Diploma or equivalent required.
• 2+ years of experience in quality assurance, customer service, operations, order management, or a related field preferred.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and commitment to accuracy.
• Ability to interpret data and identify meaningful trends.
• Strong written and verbal communication skills.
• Proficiency with Microsoft 365 applications, including Excel.
• Ability to learn new systems, tools, and technologies quickly.
• Strong organizational skills with the ability to manage multiple priorities.

Responsabilidades

• Perform quality evaluations across calls, emails, chats, operational workflows, and other business processes.
• Apply established quality standards and evaluation criteria consistently and accurately. Document audit findings and provide meaningful feedback to leadership.
• Analyze audit results, performance metrics, and other KPI’s to identify trends, risks, and opportunities. Assist in the preparation of recurring reporting initiatives.
• Conduct root cause research to identify drivers of customer and operational challenges.
• Analyze customer feedback, CSAT data, audit results to identify trends and opportunities for improvement.
• Identify recurring issues and process gaps, partnering with stakeholders to implement corrective actions.

Conocimientos

Quality assurance

Customer service

Operations

Data analysis

Communication

Educación

High School Diploma

Herramientas

Excel

Microsoft 365

Descripción del empleo

Tempur Sealy International is seeking a Quality & Insights Analyst to evaluate performance across Direct-to-Consumer operations, conduct audits, analyze data, and deliver insights that improve customer experience and operations.

You will perform quality evaluations across calls, emails, chats and workflows, analyze KPI trends, prepare leadership reports, and partner with stakeholders to drive continuous improvement in Lexington, KY.