Quality Assurance Analyst (Global Operations)

TL;DR

Quality Assurance Analyst (Global Operations): Conducting audits for internal and vendor agents across various lines of business with an accent on performance measurement and trend analysis. Focus on improving customer experience through coaching, rubric development, and data-driven operational optimizations.

Location: Hybrid (Dublin, Ireland)

Company

hirify.global is a global leader in connecting people through a portfolio of dating apps and relationship services.

What you will do

• Perform audits for internal specialists and vendor agents across email support and moderation, including RCA and targeted audits.
• Coach internal specialists and vendor Team Leads on behaviors, workflows, and processes.
• Create and maintain rubrics to effectively measure and track agent performance.
• Analyze operational data and present performance insights to key stakeholders.
• Identify business opportunities and areas for improvement through trend analysis.
• Manage vendor relationships to ensure KPIs are met and maintain accountability.

Requirements

• 2+ years of experience in escalations and/or operations.
• Strong strategic and critical thinking skills.
• Ability to multitask and adapt in a fast-paced environment.
• Excellent time management and organizational skills.
• Must be based in or able to work from the Dublin office (Hybrid).

Culture & Benefits

• Premium healthcare, mental health support, and emergency leaves.
• Flexible environment promoting a healthy work-life balance.
• Modern office location with transport access and lunch vouchers.
• Professional growth via e-learning, conferences, and global career opportunities.
• Regular social events including breakfasts, lunches, and apéros.
• Free access to hirify.global products.