Quality/QA Specialist

Job Description

Founded in 2012, Instacart is a leader in North American online groceries and one of the fastest growing companies in e-commerce. Instacart's same-day delivery and pickup services bring everyday essentials and fresh groceries to consumers in the U.S. and Canada in as fast as an hour. At Instacart, we believe that great people are the ingredients for success. We like to think that we are like a potluck, everyone brings something new, different and flavorful to the table. Our mix of thoughtful, inventive and neighborly employees work together to deliver our common goal, to make grocery shopping effortless, and give valuable time back to our customers. We believe that just as meals are best shared together, success is best shared together. If this excites you, then Instacart just might be the place for you. Welcome home.

Our Community Operations team provides high-quality phone and email support to both our customer and shopper communities. We are looking for a hardworking QA Specialist to assist in monitoring our support quality across all channels.

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Your day to day...

• Monitor and evaluate the quality of inbound and/or outbound telephone calls and email interactions across HQ and outsourced agents
• Identify key, recurring issues across support and recommend solutions
• Work closely with Team Leads and leadership to report on agent performance on a weekly basis
• Work on a variety of assigned special projects

You have...

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:

• 2+ years customer service or QA experience
• Strong written and verbal communication skills
• Self-motivated, detail oriented
• Effective and efficient working in a team environment
• Excellent customer service skills
• Associate’s degree or equivalent
• Intermediate Excel skills

Want to see a slice of life at Instacart? Checkout #tasteofinstacart on Instagram and LinkedIn

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Instacart is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression , sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.