Quality Assurance Analyst, Global Operations

Our Mission:

Launched in 2012, Tinder® revolutionized how people meet, growing from 1 match to one billion matches in just two years. This rapid growth demonstrates its ability to fulfill a fundamental human need: real connection. Today, the app has been downloaded over 630 million times, leading to over 97 billion matches, serving approximately 50 million users per month in 190 countries and 45+ languages - a scale unmatched by any other app in the category. In 2024, Tinder won four Effie Awards for its first-ever global brand campaign, “It Starts with a Swipe”™

In this role, you will:

• 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

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

Nice to have:

• Some experience in QA and/or coaching