Service Quality Admin Assistant at Ten Lifestyle Group

Recording of EMEA feedback data

• Ensures that all positive feedback flagged by EMEA Lifestyle Managers is recorded accurately in Tenmaid.
• Ensures that all negative feedback for EMEA assigned to them is logged accurately in Tenmaid. (assigned by Feedback Co-Ordinator/MS Manager)
• The quality and accuracy of the negative logging and trend recording will be the responsibility of the SQA.
• The SQA will be fast, logical and analytical when performing tasks.
• The MS Manager will conduct spot checks on the feedback being logged to ensure that a high and consistent standard is being kept.

Measures of Success

• Accurate monthly feedback data allowing clear trend analysis
• All feedback data reported to the business within the set reporting deadline.
• Consistent improvement with the consistency of both positive and negative feedback logging quality.

Additional Responsibilities Include But Not Limited To

• Support Team Managers with pulling phone calls for QA.
• Support regions outside of EMEA with recording data.

Requirements

• Writing skills - You demonstrate the ability to tell excellent stories through the written word and are able to bring member experiences to life through your creative writing style.
• Independence - Ability to work independently with minimal supervision, be self-motivated
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines
• Passion for the member experience and service delivery standards - You are an advocate for the member, you can inspire excellence from others
• Multitasker - Ability to juggle multiple priorities simultaneously
• Accuracy - Ability to perform work accurately and thoroughly
• Computer Proficiency - excellent computer skills in MS Office and Internet.