Customer Service-Quality Assurance Analyst - Tempur Sealy

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: $34,000-$48,000



What You’ll Do (Essential Duties and Responsibilities):


* Participates in design of monitoring formats and quality standards.
* Performs call monitoring and provides trend data to site management team.
* Uses quality monitoring data management system to compile and track performance at team and individual level.
* Performs monitoring on multiple mediums of our customer service center and internal teams.
* Participates in customer and client listening programs to identify customer needs and expectations.
* Provides actionable data to various internal support groups as needed.
* Coordinates and facilitates call calibration sessions for customer service center leadership.
* Provides feedback to customer service team leaders and managers.
* Prepares and analyzes internal and external quality reports for management staff review.
* Perform other duties as assigned.



What You’ll Need (Qualifications):


* High School Diploma or equivalent, Bachelor’s Degree Preferred
* Experience in customer service, supply-chain, order fulfillment/management, or inventory distribution preferred.
* Must possess a high level of professionalism.
* Ability to multitask within several computer systems while on the phone.
* Attention to detail.
* Proficiency in Microsoft Office
* Aptitude for quickly learning and navigating new technology, systems and applications.
* Excellent written and verbal communication skills.
* Must have advanced computer skills/typing ability.



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.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled