Quality Assurance Analyst, Global Operations
In this role, you will:
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
You'll Need:
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
- Work on products that impact millions, collaborating with global and diverse teams, shaping relationships and connections worldwide.
- Providing premium healthcare, mental health support, emergency leaves
- Benefit from a healthy work-life balance in a flexible and welcoming environment.
- Enjoy a modern office, close to transport and amenities.
- Access lunch vouchers, a discounted ClassPass subscription
- Grow through e-learning, conferences, knowledge-sharing sessions, continuous learning programs, and global career opportunities
- Join regular social events like breakfasts, lunches, and aperos.
- Use our products for free.
Match Group is an equal opportunity employer and we value the rich dynamics that diversity brings to our group.
If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please let your Talent Acquisition partner know.
