Quality Assurance Coordinator @ Instacart - Atlanta, GA

Quality Assurance Coordinator

10 days ago

OVERVIEW

This role will involve working closely with all elements of the internal support teams, outsourced teams, site leadership, and will report directly to the Care Director of L & D and Quality Assurance. The ideal candidate will be a dynamic, detail oriented and continuous improvement minded individual, who can collaborate well with BPOs, Quality Analyst, Business Intelligence and product/process teams.

ABOUT THE JOB

  • Distribute auditor workload allocation via QM tool
  • Create and analyze daily, weekly and monthly QA reporting
  • Develop and manage QA Dashboards
  • Validate BPO Pay for Performance QA process and QA required activity
  • Identify policy, process, and skill gaps
  • Partner with L&D and Content teams to enhance tools and curriculum based on QA data
  • Manage all aspects of of Coaching and Quality SaS solutions
  • Partner with Customer Engagement team to establish and maintain CSAT and QA correlation
  • Work with Quality Managers to reduce Margin of Error
  • Calibration orchestration

ABOUT YOU

We rely on our values to guide our decisions: Solve for the Customer, Every Minute Counts, This is Your Baby, Go Far, Together and Of Course, But Maybe. What does this mean for your role? We are looking for someone who has:

  • Quality Assurance experience
  • Customer Service / Support experience
  • Reporting and analysis experience
  • Process Improvement experience
  • Advanced Excel skills
  • Intermediate SQL skills
  • Proficient with Mac OS / OSX
  • Proficient with Google Suite (Gmail, Drive, Sheets, Docs, Slides)
  • Flexible schedule