Quality Assurance Analyst, Global Operations (18 Month Temp)

Know where you belong! Match Group is a leading provider of dating products across the globe. Our portfolio includes Tinder, Hinge, Match, Meetic, PlentyOfFish, OkCupid, The League, HER, and others, each designed to spark meaningful connections for singles worldwide. Creating a sense of belonging doesn’t stop at our products - it’s the foundation of every team we hire.   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 3 days/week. 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

Why Match Group?

Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. 

We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic.  Period. 

If you require a reasonable accommodation to participate in the hiring process — such as during pre-employment testing or interviews — please indicate this by selecting “Yes” in the accommodation request field. We’ll reach out to discuss your needs if you're selected for the interview stage.   

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