Quality & Insights Analyst

tempurpedic; Lexington (KY); On-site; USD 36,000 - 51,000; Full time

Benefits offered by this job

Generous Paid Time Off

Competitive Medical, Dental & wellness

Disability and Life Company Paid

Retirement Plan Options

Generous Employee Purchase Discounts

Job summary

Tempur Sealy is hiring a Quality & Insights Analyst to evaluate performance across calls, emails, chats, and workflows. You will audit against standards, analyze KPIs, and deliver actionable improvements to customer experience and operations.

The role emphasizes identifying root causes, trends, and opportunities, partnering with multiple internal teams, and supporting process enhancements and AI readiness in Direct-to-Consumer Operations.

Qualifications

• High School Diploma or equivalent required.
• 2+ years in quality assurance, customer service, operations, order management, or related field preferred.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and 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 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 feedback to leadership.
• Analyze audit results, performance metrics, and KPI data to identify trends, risks, and opportunities; assist in recurring reporting.
• Conduct root cause research to identify drivers of customer and operational challenges.
• Analyze CSAT data and customer sentiment to identify trends and opportunities for improvement.
• Identify recurring issues and partner with stakeholders to implement corrective actions and improve outcomes.
• Support process improvements and system rollouts; measure effectiveness and adoption.
• Contribute to self-service initiatives and AI readiness.
• Escalate and help resolve customer experience concerns and recurring issues.
• Collaborate with DTC Order Ops, eCommerce, Tools, CX teams, and other internal stakeholders.
• Present findings, trends, and recommendations to leaders.

Skills

Quality Assurance

Customer Service

Operations

Data Analysis

Order Management

Education

High School Diploma or equivalent

Tools

Excel

MS 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)

• 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, 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.
• 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 Affంతోative 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.