Quality Assurance Analyst, Global Operations (18 Month Temp)
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Key skills for this role
About the Role
Match Group is looking for a Quality Assurance Analyst to join the Governance Quality team on an 18-month temporary basis. The role involves conducting audits, coaching agents, and analyzing data to improve operations.
Key Skills for This Role
Responsibilities
- Conduct audits completed by internal specialists and vendor agents for all lines of business including email support and moderation
- 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
- Execute projects while also ensuring all weekly audits are completed
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
Full Job Posting
Our Match Group Governance Quality Team
- The QA team supports our Global Operations, Product, and Policy teams.
- We are looking for a detail oriented, strategic, and dedicated Quality Assurance Analyst.
- 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.
- 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, and present 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.
- 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.
Why Match Group? 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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