Impact

As a Quality Assurance Associate Manager, located in Birmingham, AL, you will play an essential role in shaping the quality of service for all customer and partner interactions – including Members, Shoppers, Drivers, and Retailers. You will work cross-functionally with teams and drive meaningful improvements that elevate the overall customer experience and uphold Shipt’s commitment to exceptional service.

While no two days are the same, you will lead with Drive—proactively identifying service quality gaps and executing solutions with integrity and determination. You'll rally cross-functional partners, quickly aligning on goals and collaborating effectively to tackle the most impactful work first. With positivity, you’ll bring energy to your team, recognizing both effort and outcome, and helping create a culture that celebrates growth and improvement.
Your leadership will reflect authenticity by fostering an environment of transparency, open communication, and inclusion—where everyone feels heard and valued. Most importantly, you'll lead with care, always considering the real people behind every interaction and ensuring our QA strategies are rooted in thoughtful listening and doing right by others.
Through your work, you’ll help deliver a consistent, high-quality experience that reflects the heart of Shipt: people-first, purpose-driven, and always striving to make life a little easier for those we serve.

What You’ll Need to Be Successful

• You have a minimum of 2 years experience in a call center environment.
• You have knowledge of Customer Service processes and Quality Assurance procedures
• You have proven experience in leading teams to achieve shared goals, with a focus on clear communication, performance management, and constructive feedback.
• You have the ability to identify gaps in service quality and recommend improvements or training needs.
• You are skilled in tools such as Google Suite, Looker Studio, Sprinklr, and Excel.
• You have a strong ability to prioritize tasks, meet deadlines, and manage competing priorities in a dynamic environment.

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.

Employees (and eligible family members) are covered by medical, dental, vision and more.  Employees may enroll in our company’s 401k plan. Employees will also be eligible to receive discretionary vacation for exempt team members, paid holidays throughout the calendar year and paid sick leave.  Other co