Experience Team Qa Analyst

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.

Shipt is a membership-based marketplace that helps people get the things they need. Our friendly shoppers handpick fresh groceries and household essentials and deliver them to members in as soon as one hour.

We’re looking for an enthusiastic and detail oriented individual to join our team as a Quality Assurance Analyst. As a member of our team, you’ll play a critical role in ensuring we spark connections with our users and deliver an exceptional customer service experience.

What You'll Gain

You’ll have the opportunity to learn about multiple areas of Experiential Operations and join a team of talented individuals who will provide you with hands-on mentorship.

Your Responsibilities

• Participate in data collection for special projects, as needed.
• Evaluate the accuracy and completeness of information provided by agents to customers.
• Monitor and assess customer service agents' adherence to established policies, procedures, and scripts.
• Remain current on process changes across the Experience Operations teams
• Complete “Review the Reviewer” audits on quality evaluations completed by BPO teams.
• Provide constructive and actionable feedback within the evaluation form and to Associate Managers.
• Conduct detailed and comprehensive evaluations across a variety of customer service interactions.
• Participate in calibration sessions to ensure consistency in evaluating and scoring interactions.
• Identify and share trends from quality evaluations, CSAT data, and/or data from special projects (e.g. process improvements, training opportunities)
• Foster a culture of continuous improvement and customer service excellence.
• Support other customer service teams if needed during peak times.
• Maintain accurate documentation of quality assurance activities and findings.

Requirements

• Written and verbal proficiency in English and Spanish
• Excited about working in a fast-paced and quickly changing environment while displaying a positive and energetic attitude.
• A self-starter who proactively manages their work assignments and helps the team meet their weekly goals.
• Demonstrated top performer
• Strong verbal communication and interpersonal skills
• Detail oriented with keen perception
• Ability to provide empathetic and constructive feedback to help team members deliver exceptional and accurate customer service.
• Passion for delivering exceptional customer service experiences
• Thrives in an independent environment
• Impeccable time management skills

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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.

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.