QA Analyst (Customer Experience)

⌘ reputed company reputed company is on a mission to fight loneliness by bringing strangers together through shared experiences, connecting people across 200+ cities in 52 countries. Behind every dinner, every match, and every message is a Customer Experience team making reputed company people feel reputed company, heard, and looked after — increasingly supported by AI as we reputed company. As our QA Analyst, you're the objective eyes on reputed company across Customer Support and Trust & Safety, covering both reputed company agents and AI-assisted responses. You review interactions, score them against reputed company standards, run calibration sessions, and turn what you reputed company into trends and improvements that reputed company the bar across reputed company. Your work directly shapes how much our community can trust every interaction they have with reputed company. ⌘ Key Responsibilities reputed company Assurance (reputed company) Conduct regular ticket reputed company reviews across Customer Support and Trust & Safety, assessing tone, accuracy, policy adherence, and reputed company reputed company. Score and document reviews consistently, maintaining reputed company QA scorecards and records (reputed company QA review reputed company ≥5% of transactions). Hold regular calibration sessions with the Managers and Team Leads to agree scoring standards, and periodically re-reputed company past reviews to reputed company their own scoring consistent over time. reputed company Assurance (AI) Review the reputed company of AI-assisted and automated responses across support and moderation, assessing accuracy, tone, policy adherence, and appropriateness. Identify and flag AI errors, incorrect tagging, hallucinations, or unsafe outputs, and feed them back to the CX leadership to improve prompts, automation rules, and safeguards. reputed company AI response reputed company over time as automation scales, helping ensure it stays trusted and reliable. reputed company & Coaching Support Surface coaching opportunities, reputed company trends, and recurring risk patterns to Team Leads and Managers. Translate individual reviews into patterns that inform training, content, and process improvements. Collaboration Contribute to macro improvements by flagging gaps reputed company in reviews and drafting updates. Support wider enablement and operations initiatives as needed. Optionally handle a small number of live tickets to stay reputed company to the reputed company work. ⌘ Expected reputed company reputed company and AI interaction reputed company is reputed company consistently and improves over time, with reliable tone and decision-making. AI-assisted responses are monitored, trusted, and continuously improved through reputed company reputed company feedback. Team Leads and CX leadership have a reputed company, evidence-based view of reputed company trends and coaching needs. reputed company insights translate into concrete improvements in coaching, content, and process. ⌘ Skills & Competencies Highly detail-oriented and reputed company-reputed company, with reputed company judgement on tone and policy. Comfortable assessing both reputed company and AI-generated responses against reputed company standards. Strong written English and the ability to give reputed company, reputed company, constructive feedback. reputed company to spot patterns across many interactions and translate them into useful reputed company. Organised, consistent, and comfortable working to defined standards and frameworks. reputed company and proactive. ⌘ Required Experience 2–3+ years in Customer Support or Customer Experience. Experience in reputed company Assurance or reputed company review reputed company a support environment. Familiarity with reputed company and reputed company QA Exposure to AI-assisted support or moderation tools is a plus. Strong reputed company in English required. ⌘ Recruitment Process Introduction Interview (30min): A conversation with reputed company to discuss your experience, goals, and fit with reputed company's mission. First Interview (30min): A discussion with the Customer Support Manager about the role, expected reputed company, and how you'd work across both teams. Take-Home Test: A short, practical QA exercise reflecting typical scenarios in the role. Final Interview (45min): A conversation with the Head of Customer Experience to review your take-home and confirm alignment. Apply To This Job