Quality & Insights Analyst

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

Ventajas ofrecidas por este puesto de trabajo

Generous Paid Time Off

Competitive Medical, Dental & wellness

Disability and Life Company Paid

Retirement Plan Options

Generous Employee Purchase Discounts

Descripción de la vacante

Tempur Sealy in Lexington, KY is seeking a Quality & Insights Analyst to evaluate operational performance across Direct-to-Consumer Operations. You will audit calls, emails, chats, and processes, apply quality standards, and provide actionable insights that improve customer experience and efficiency.

The role emphasizes data analysis, root-cause research, and collaboration with cross-functional teams to drive continuous improvement and smarter self-service initiatives.

Formación

• 2+ years of experience in quality assurance, customer service, operations, order management, or related field.
• 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.
• Identify recurring issues, process gaps, and operational inefficiencies, partnering with stakeholders to implement corrective actions and improve customer and business outcomes.
• Support process improvements, operational enhancements, and system rollouts by participating in implementation efforts, measuring effectiveness, monitoring adoption, and recommending improvements.
• Contribute to self-service initiatives, AI readiness, and operational efficiency by identifying documentation gaps and improvement opportunities.
• Escalate and help resolve customer experience concerns and recurring issues.

Conocimientos

Analytical thinking

Problem solving

Attention to detail

Written communication

Verbal communication

Excel

Learn new systems

Organizational skills

Educación

High School Diploma or equivalent

Herramientas

Microsoft 365 (Excel)

Descripción del empleo

Tempur Sealy. Iconic brands. Storied history. Industry-leading innovation. Tempur Sealy is committed to improving the sleep of more people, every night, all around the world. As a leading designer, manufacturer, distributor, and retailer of bedding products worldwide, we know how crucial a good night of sleep is to overall health and wellness. Utilizing over a century of knowledge and industry-leading innovation, we deliver award-winning products that provide breakthrough sleep solutions to consumers in over 100 countries. Our highly recognized brands include Tempur-Pedic, Sealy and Stearns & Foster. We hire people who have a passion for helping others find their best night's sleep. No matter what stage of your career, you can build your future at Tempur Sealy!

OUR COMPANY OFFERS GREAT BENEFITS, INCLUDING:

• Generous Paid Time Off
• Competitive Medical, Dental & other wellness programs
• Disability and Life Company Paid
• Retirement Plan Options
• Generous Employee Purchase Discounts

Pay Range: $36,000 - $51,000

Quality & Insights Analyst

The Quality Analyst evaluates operational performance, customer interactions, and business processes across Direct-to-Consumer Operations to ensure quality standards are met. Through audits, data analysis, and customer feedback, this role identifies trends, uncovers root causes, and provides actionable insights that improve customer experience and operational effectiveness.

What You'll Do (Essential Duties and Responsibilities)

Quality Assurance & Analytics

• 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.

Continuous Improvement

• Analyze customer feedback, Customer Satisfaction (CSAT) data, audit results, and customer sentiment to identify emerging trends, root causes, and opportunities for improvement.
• Identify recurring issues, process gaps, and operational inefficiencies, partnering with stakeholders to implement corrective actions and improve customer and business outcomes.
• Support process improvements, operational enhancements, and system rollouts by participating in implementation efforts, measuring effectiveness, monitoring adoption, and recommending improvements.
• Contribute to self-service initiatives, AI readiness, and operational efficiency by identifying documentation gaps and improvement opportunities.
• Escalate and help resolve customer experience concerns and recurring issues.

Stakeholder Partnership

• Collaborate with DTC Order Operations, eCommerce, Tools, Customer Experience teams, and other internal stakeholders.
• Present findings, trends, and recommendations to leaders and stakeholders.

• Support special projects and strategic initiatives as assigned.

What You'll Need (Qualifications)

• 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.

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Tempur Sealy is proud to be an Equal Employment Opportunity and Affir Action employer. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.