Lead the QA function at Reward Gateway|Edenred to ensure reliable and scalable software delivery. Collaborate with engineering and product teams to embed quality into the development lifecycle.
About the role
- Quality Assurance Analyst conducting audits and coaching staff in Tinder's Global Operations. Focused on ensuring quality and performance for a better user experience in a hybrid work environment.
Responsibilities
- Conduct audits completed by Tinder specialists and vendor agents for all lines of business - including email support and moderation
- Coach Tinder 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 the Member Experience organization
- Identify areas of opportunity for the team and business through trend analysis
- Work closely with key stakeholders within Global Operations and Member Experience, 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
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
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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