Quality Assurance Manager

Impact

As a Quality Assurance Manager located in Birmingham, AL or Atlanta, GA you 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 Customer Service Agents 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 including Members, Shoppers, Retailers, and / or Internal Users.

While no two days are the same, 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.

Operational efficiency can be measured using call center metrics like Average Handle Time (AHT).

What You’ll Need to Be Successful

You have two years of experience with Call Center Quality Assurance and two years of experience in Call Center Operations.

You have two years of people management experience which includes managing leaders.

You have experience driving organizational process change.

You are able to analyze data, identify trends and recognize actionable insights.

You are proficient with electronic tools to help manage and track work (e.g.Clickup, Google Suites, Excel, etc.)

You have in experience managing project and driving activities to completion.

You are an 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.