Quality & Insights Analyst

Tempur Sealy International; Lexington (KY); On-site; USD 36,000 - 51,000; Full time

Benefits offered by this job

Paid time off

Medical & dental insurance

Disability and life insurance

Retirement plan

Employee discounts

Job summary

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.

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.

Responsibilities

• 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.

Skills

Quality assurance

Customer service

Operations

Data analysis

Communication

Education

High School Diploma

Tools

Excel

Microsoft 365

Job description

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.

Tempur Sealy is proud to be an Equal Employment Opportunity and  Affirmative 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.