Quality Assurance Manager at Shipt

At Shipt, we are transforming the shopping experience and giving time back to consumers. Shipt Shoppers handpick everything from fresh groceries to household essentials, then deliver them to your door in as little as one hour. We are looking for a Quality Assurance Manager to join our team at Shipt. As a Quality Assurance Manager, you will play a key role in defining, documenting, and training all team members on QA procedures. You will be responsible for creating QA evaluation forms based on COPC best practices to measure legal compliance, business operations, and customer experience. Additionally, you will manage change as needed for QA procedures and forms, ensure the reliability and consistency of the QA team's work, and monitor and manage team priorities to ensure that weekly goals are met. This role requires at least one year of experience with Call Center Quality Assurance, two years of people management experience, and proficiency with electronic tools such as Google Suite and Excel. If you are a skilled communicator, organized self-starter, and have the ability to analyze data and identify trends, we encourage you to apply for this position. Responsibilities: - Define, document, and train all team members on QA procedures - Create QA evaluation forms based on COPC best practices - Modify and manage change as needed for QA procedures and QA forms - Ensure the reliability and consistency of QA team’s work - Monitor and manage team priorities to ensure that weekly team goals are met - Document and track all exceptions - Monitor team productivity and work with the team to improve productivity - Develop Associate Managers leadership skills - Automate or create efficiency with Associate Manager tasks - Support Customer Services teams in “All Hands On Deck” moments - Manage team-wide activities such as shift bids, scheduling, new team member onboarding, ongoing refresher training, managing monthly interaction time, etc. - Monitor BPO activity to identify and address quality differences - Proactively identity issues impacting the QA team and own them through to resolution - Participate in leadership initiatives to generate ideas and execute business plans

Quality Assurance Manager

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