Complaints & Quality Assurance Specialist

At Ten Lifestyle Group, we create exceptional experiences for over 3.5 million members worldwide, delivering access to the world's most sought-after travel, dining, entertainment, and lifestyle services. As the global leader in concierge and lifestyle management, we operate in over 100 countries and partner with leading financial institutions, premium brands, and high-net-worth clients to deliver truly exceptional service.

We're looking for a Complaints & Quality Assurance Specialist to join our Customer Experience team.

This is a unique hybrid role that combines complaint resolution, escalation management, quality assurance, coaching, and service improvement. Approximately 50% of your role will focus on managing member and corporate complaints, while the remaining 50% will focus on quality assurance activities, including interaction reviews, audits, calibration sessions, coaching, and identifying opportunities to improve service delivery across the business.

You will act as both a voice of the member and a guardian of service standards, ensuring that feedback, complaints, and quality insights are translated into meaningful actions that improve the experiences of our members and clients. Working closely with Operations, Training, Client Services, and Customer Experience leadership teams, you will play a key role in helping Ten deliver industry-leading service and continuous improveme