Senior Program Manager, Quality Assurance

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage the QA processes from start to finish — including daily anomaly meetings, weekly quality assessments, monthly business evaluations, and quarterly rubric calibration sessions.

• Oversee the centralized tracker that logs every quality signal identified and assigns it to a designated owner across the five action workstreams.

• Work collaboratively with Engineering, Product, L&D, Automation, and Operations teams to guarantee that each quality signal is directed appropriately.

• Frequently share results and insights with cross-functional stakeholders, including senior leadership.

⛳️ Requirements

• A minimum of 6–8 years of combined experience in program management and analytics.

• Background in Customer Experience, contact centers, quality assurance, or trust and safety operations.

• Familiarity with contact center metrics (such as quality scores, sentiment, first contact resolution, and average handle time) and the operational levers that influence them.

• Knowledge of A/B testing and various forms of statistical analysis.

• Proficient in AI tools (e.g., Claude, ChatGPT, Copilot).

• High level of SQL proficiency, with experience in writing complex queries, joins, and optimizations on large datasets.

• Experience with analytical visualization tools like Mode, Tableau, Looker, Sigma, or similar platforms.

• Demonstrated capability to lead cross-functional programs with designated owners, established service-level agreements, and measurable outcomes.

🏝️ Benefits

• Instacart offers highly competitive compensation and benefits tailored to each location where our employees are based.

• Eligible for a new hire equity grant along with annual refresh grants.