Call Center Quality Assurance Manager
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
- Bachelor’s degree in any discipline or equivalent work experience
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. Learn More.
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.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or any other characteristic protected by law.
Please inform your recruiting contact upon initial connection if you need any accommodations.
