QA Software Engineer at Incognito Software Systems developing testing strategies across software for broadband providers. Collaborating with engineering teams to ensure quality and performance of systems.
About the role
- Senior Program Manager in Quality Assurance at Instacart overseeing and analyzing the global Customer Experience program. Leading quality initiatives and collaborating across multiple teams for performance improvement.
Responsibilities
- Operate the QA cadences end-to-end — daily anomaly standups, weekly quality reviews, monthly business reviews, and quarterly rubric calibration sessions
- Manage the central tracker that captures every quality signal raised and routes it to a named owner across the five action workstreams
- Collaborate with Engineering, Product, L&D, Automation, and Operations teams to ensure every quality signal has a destination
- Regularly communicate outcomes and insights to cross-functional stakeholders, including senior leadership
Requirements
- Minimum 6–8 years of combined program management and analytical experience
- Experience in Customer Experience, contact center, quality assurance, or trust and safety operations
- Understanding of contact center metrics (quality scores, sentiment, first contact resolution, average handle time) and the operational levers that move them
- Understanding of A/B testing and other forms of statistical analysis
- Proficiency with AI tools (e.g., Claude, ChatGPT, Copilot)
- High proficiency in SQL, with experience writing complex queries, joins, and optimizations against large datasets
- Experience with analytical visualization tools such as Mode, Tableau, Looker, Sigma, or similar tools
- Proven ability to run cross-functional programs with named owners, published service-level agreements, and measurable outcomes.
Benefits
- Instacart provides highly market-competitive compensation and benefits in each location where our employees work.
- Eligible for a new hire equity grant as well as annual refresh grants.
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