Quality Insights Analyst: Elevate Customer Experience & Operations

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 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.