Quality & Insights Analyst - Data-Driven CX & Ops

Tempur Sealy; Lexington (KY); Vor Ort; USD 36.000 - 51.000; Vollzeit

Benefits dieser Stelle

Generous Paid Time Off

Competitive Medical, Dental & wellness

Disability and Life Company Paid

Retirement Plan Options

Generous Employee Purchase Discounts

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Analytical thinking

Problem solving

Attention to detail

Written communication

Verbal communication

Excel

Learn new systems

Organizational skills

Ausbildung

High School Diploma or equivalent

Tools

Microsoft 365 (Excel)

Jobbeschreibung

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.