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Senior Quality Representative - User Operations Zoosk
THIS JOB HAS EXPIRED
Zoosk is seeking a Senior Quality Representative on the User Operations Team to help ensure that all processes in our User Operations team are functioning at optimal levels. Your responsibilities will include measuring quality and identifying the common issues facing the group. Based on your findings of quality metrics across channels like anti-fraud, content moderation, and customer interactions, you will be recommending improvements to the team's processes and tools, or surfacing issues to be addressed in order to enhance the user experience on Zoosk.This is a non-exempt position reporting to the User Operations Quality Lead.
Responsibilities:
Review anti-fraud, content moderation, and customer support activities to evaluate quality based on guidelines and standards provided by User Operations Quality Lead and department leads/managers
Monitor customer support calls and email tickets to evaluate quality, customer advocacy, and job knowledge
Assist in regular reports of quality reviews to department management team and senior management
Suggest training updates as identified through quality reviews
Requirements:
Must have recent online customer service experience working in a high email or ticket support environment, minimum 3 years.
Ability to efficiently review large volumes of data and identify trends or patterns of activity
Ability to create and maintain regular reports of work product reviews, including trends over time
Solid experience and thorough knowledge of customer and technical support mechanisms and policies, as well as abuse and anti-fraud management activities
Solid verbal and written communication skills; must be comfortable presenting reports and findings to User Operations management team and senior management as necessary
Intermediate level Excel and PowerPoint skills
Able to travel occasionally outside of the United States as needed to accompany the User Operations Quality Lead to conduct quality audits and onsite meetings with vendor(s)
Preferred
Experience measuring and tracking quality in a customer service, content moderation, and/or fraud prevention production environment
Experience with social networking sites (Facebook, MySpace, etc.)
Previous start-up experience
Experience providing tech support for a personals site, subscription services, or virtual goods
| Location: | San Francisco, CA 94111 United States |
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THIS JOB HAS EXPIRED
Zoosk
Zoosk is one of the largest online dating services in the world, with over 50 million users, close to 20 million daily page views, from "Zooskers" in 60 countries With 100 thousand new profiles added daily, we are the single fastest growing dating service on the web and our supersonic performance was recently celebrated in the Wall Street Journal's inaugural top 50 "Next Big Thing" List (March 09, 2010). While we originally took advantage of viral opportunities on social networks, Zoosk has evolved into an easy, fun and safe online dating experience that today connects singles from the we
Profitable 
20 - 50M RaisedInvestors: ATA Ventures, Canaan Partners
All Jobs: at Zoosk
| Web Site: | www.zoosk.com |
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| Headquarters: | San Francisco, CA 94111 United States |
| Employees: | 41-100 |
| 2008 | |
| Industry: | Software |
| Working At Zoosk Zoosk is the fastest growing social dating destination. Our applications on social networks such as Facebook, MySpace, and Bebo have more than 50 million users with close to over 20 million daily page views from users in 60 countries Simply put, Zoosk is online dating that doesn't suck. Our users, mostly young professional, enjoy a fun and playful experience while they meet new people in their local areas. Zoosk is a VC backed startup and our office is located in downtown San Francisco. We are always looking for open minded, energetic, and driven individuals that love the challenge of turning an established industry upside-down. We build world class social web products and in the process we make sure to have plenty of fun. If you want to work with exceptional people on toughest engineering problems every day, you want to join Zoosk. Some Benefits of Joining Zoosk - Sexy MacPro or MacBookPro stations to work in style - Free beverages and snacks, to keep you fired up - Free dinner every night - Medical, dental and vision plans - Life Insurance and 401K savings plan |
