Quality Assurance Analyst, Global Operations (18 Month Temp)
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.
How you’ll make an impact:
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
We may be a Match if:
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