Quality Assurance Analyst, Travel & Concierge Services

Ten Group; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Ten Group is seeking a diligent Quality Assurance Analyst to support the delivery of high-quality member experiences across our concierge services and travel-related interactions. You will evaluate customer interactions, provide actionable feedback, and collaborate with CX, Operations, Training, and Client Services to drive improvements and consistency.

With strong attention to detail and a collaborative mindset, you will lead QA sessions, report findings, and help shape quality standards across

Qualifications

• Minimum high school diploma or equivalent.
• Experience in call center, contact center, or customer service.
• Experience in Quality Assurance, quality monitoring, or related role.
• Experience in travel-related customer service is a plus.

Responsibilities

• Evaluate interactions against QA standards, complete evaluations on schedule.
• Document results and provide clear, actionable feedback.
• Lead client-facing QA sessions and support reporting.
• Collaborate with Operations, Training, Client Services to implement improvements.
• Identify trends, drive quality improvement initiatives, and maintain program knowledge.
• Support onboarding and training related to QA processes.

Skills

Attention to detail

QA analytics

Feedback & communication

Client-facing sessions

Cross-functional collaboration

Education

High school diploma

Tools

Genesys

Amadeus

Job description

Ten Group is seeking a diligent Quality Assurance Analyst to support the delivery of high-quality member experiences across our concierge services and travel-related interactions. You will evaluate customer interactions, provide actionable feedback, and collaborate with CX, Operations, Training, and Client Services to drive improvements and consistency.

With strong attention to detail and a collaborative mindset, you will lead QA sessions, report findings, and help shape quality standards across