Remote QA Engineer for a SaaS company conducting manual and automated testing. Collaborating in a small engineering team to enhance QA strategies with a focus on continuous improvement.
About the role
- Quality Assurance Analyst supporting quality assurance operations at Match Group. Conducting audits and coaching specialists while analyzing performance data and compliances.
Responsibilities
- 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
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
- 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
- And many more on our careers page
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