Quality assurance manager

Impact

This role will be responsible for managing the Quality Assurance team within Experiential Operations. The QA team consists of QA Analysts who audit interactions handled throughout Customer Service and Associate Managers who manage the analysts, run calibrations and handle escalations.

Team goals include providing Shipt Experiencers with a variety of accurate evaluations every week and sharing actionable insights with other teams to improve the overall experience we provide to Shipt users (Members, Shoppers, Retailers, and / or internal users).

As a QA Experience Manager you will be responsible for providing complete oversight for the quality and productivity of the team as well as using actionable insights to improve the customer experience and general operations efficiency.

Customer experience will be measured through quality evaluations, CSAT surveys and Customer Service attributes listed in our NPS / OSAT surveys.

Operations efficiency can be measured by call center metrics such as AHT.

What You’ll Need to Be Successful

At least one year of experience with Call Center Quality Assurance

At least two years of people management experience

At least two years of experience in Call Center Operations

Proficiency with electronic tools to help manage and track work (e.g. Google Suite, Excel, etc.)

Project management experience to track project status and drive activities to completion

Organized self-starter who is able to manage multiple priorities, meets agreed upon deadlines

Work Arrangement :

Shipt considers candidates located near a Shipt office or workspace in Birmingham, San Francisco, or Minneapolis to be hybrid, which means that they have the flexibility to work from home (with leader approval) or at a Shipt office in order to facilitate the ability to innovate, collaborate, and spark team connections.

In-office expectations will vary by role and leader. Certain roles may require in-office presence on a full-time basis. Please work with your recruiter to learn more about the classification of this role.

About Shipt

Shipt is a retail tech company that connects people to reliable, high-quality delivery with a personal touch. Shipt connects customers to the things they want from the stores they love, retail businesses to more satisfied customers, and workers to new earning opportunities.

At Shipt, we aim to put our team first to boost a sense of belonging, spark opportunities for growth, provide unique benefits and commit to giving back to our communities in ways that make life better, both personally and professionally.

We understand that our service, our culture, and our connection to our communities are only made better by every single person who shows up to work here every day.

Shipt is an independently operated, wholly owned subsidiary of Target Corporation and available in more than 5,000 U.S. cities.

Shipt was founded and is headquartered in Birmingham, Alabama. For more information, please visit Shipt’s company site at Shipt.com.

Last updated : 2024-03-02