Senior Analyst, Program Management - Trust & Safety Quality
Walmart
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What you'll do...
Senior Analyst, Program Management – Trust & Safety Quality
What you’ll do
We are seeking an experienced Quality Assurance expert to drive our execution for reducing errors in the Spark Driver platform deactivation and appeal processes. In this role, you will be a subject matter expert for identifying the root cause of errors, measuring their impact, and driving foundational solutions to improve enforcement outcomes. Using your critical thinking, program management, and analytical skills, you will work cross-functionally to classify deactivation process errors and understand their impact, as well as translate errors into insights for both operational and product improvements. You will play a vital role in identifying opportunities to improve Spark Driver satisfaction and bring operational excellence to the Spark Driver platform.
Key Responsibilities
Contribute to the overall execution of the Trust & Safety QA (Quality Assurance) program and North Star objective of reducing errors in the Spark Driver platform deactivation and appeal processes.
Create, manage, and maintain data-driven frameworks and metrics to monitor quality of operational processes.
Distill actionable insights from QA and RCA to improve the quality of operational and risk processes.
Implement and maintain an end-to-end defect RCA (Root Cause Analysis) process across multiple ticket handing teams for understanding the source of policy enforcement errors. Build a QA/RCA scorecard and drive it’s operational adherence.
Conduct and/or lead RCA for critical incidents and provide business and policy teams with meaningful data-driven insights for how to reduce future errors.
Establish and maintain effective feedback loops between all teams which handle Spark Driver incidents to identify potential gaps in process, policy, training, or tools, and areas of improvement.
Work closely with operations teams to provide coaching and determine required follow up actions. Track all remedial actions through completion, confirming complete and accurate closure.
Scale the adoption and adherence of QA/RCA processes across new teams, in support of product/policy launches.
Independently manage continuous improvement efforts and aspects of the QA program, to include presenting weekly, monthly, and quarterly findings.
Maintain a comprehensive understanding of current operational processes.
Minimum Qualifications
Minimum of 1 year in Quality Management
Previous experience in a Quality Assurance or Defect/Error reduction role within the gig economy, online services, Trust & Safety, customer service, or call center environment.
Preferred Qualifications
Experience with calibration golden sets in a Quality Assurance context
Experience leading RCA (Root Cause Analysis) across multiple teams
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices.
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $60,000.00-$110,000.00
Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include:
- Stock
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Bachelor’s degree in Business or related field OR 2 years' experience in project management or related field.1 year's experience using Microsoft Office tools (for example, Word, Excel, and PowerPoint).
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Budget management experience, Merchandising, marketing, ecommerce, operations, logistics, supply chain, or related fieldPrimary Location...
702 Sw 8Th St, Bentonville, AR 72716, United States of AmericaThis job is no longer accepting applications
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