Member Experience: Complaints & Quality Assurance Specialist

Ten Group; New York (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Incentives

Medical coverage

401(k)

Paid time off

Career development

Global opportunities

Office-based team

Job summary

Ten Lifestyle Group is seeking a Complaints & Quality Assurance Specialist to join the Customer Experience team in New York. The role blends complaint resolution with quality assurance, including coaching and process improvements across the business.

The position emphasizes voice-of-the-member advocacy and adherence to service standards. You will collaborate with Operations, Training, Client Services, and leadership to drive industry-leading service and continuous improvement.

Qualifications

• Minimum 3 years' experience in customer service, complaint handling, escalations, or a similar service-focused environment.
• Experience conducting quality reviews or customer interaction evaluations.
• Strong written and verbal communication skills.

Responsibilities

• Investigate, manage, and resolve member and corporate complaints from receipt to final resolution.
• Own escalated member concerns and ensure fair, member-focused outcomes.
• Conduct root cause investigations and identify prevention opportunities.
• Partner with Operations and Team Managers to implement service recovery solutions.
• Ensure complaints are managed within service levels and standards.
• Monitor complaint trends and recurring issues across the business.
• Document outcomes and feedback accurately.
• Provide guidance on complaint handling best practices to teams.

Skills

Customer service

Complaint handling

Quality assurance

Communication

Problem solving

Attention to detail

Job description

Ten Lifestyle Group is seeking a Complaints & Quality Assurance Specialist to join the Customer Experience team in New York. The role blends complaint resolution with quality assurance, including coaching and process improvements across the business.

The position emphasizes voice-of-the-member advocacy and adherence to service standards. You will collaborate with Operations, Training, Client Services, and leadership to drive industry-leading service and continuous improvement.