Quality Assurance Analyst, Global Operations (18 Month Temp)
About The Position
Our Match Group Governance Quality Team is dedicated to supporting and protecting our user base. The QA team supports our Global Operations, Product, and Policy teams, allowing them to consistently deliver excellence to our users through auditing, insights, and recommendations. We are looking for a detail-oriented, strategic, and dedicated Quality Assurance Analyst to join our Match Group Governance Quality team. When it comes to dating, the connection starts online, but the real magic happens once you meet in real life (IRL). We think the same is true for creating the best platforms, so we work together IRL in our office 3 days/week. This position is a temp role for 18 months.
Requirements
- 2+ years experience in escalations and/or operations
- A passion for customer experience
- Detail-oriented approach
- Strategic & critical thinking
- Highly flexible and adaptable
- Ability to multitask and keep up in a fast-paced environment
- Outstanding time management and prioritization skills
- Strong organizational skills
- Positive mindset
- Team player
Responsibilities
- Conduct audits completed by internal specialists and vendor agents for all lines of business - including email support and moderation. Also conduct other audit types as requested - RCA, Targeted Audits, etc.
- Coach internal specialists and vendor Team Leads and graders on behaviors, workflows, and processes
- Create, maintain, and update rubrics that effectively measure agent performance
- Analyze data to determine how each line of business is performing, as well as present this data to key stakeholders
- Identify areas of opportunity for the team and business through trend analysis
- Work closely with key stakeholders, as well as our internal and external partners
- Build and maintain relationships with our vendor teams to ensure KPIs are being met as well as ensuring accountability when needed
- Execute projects while also ensuring all weekly audits are completed
Benefits
- Generous vacation, flex days, professional development days
- RRSP matching, and employee stock purchase plan
- Professional development budget and unlimited access to Udemy from day one
- Match Group mentorship program
- Parental leave top up and fertility preservation benefits
- Extended health & dental benefits from day one
- Corporate ClassPass membership and other wellness benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
