Senior Analyst, Program Management – Trust & Safety Quality
- Location BENTONVILLE, AR
- Career Area Project and Program Management - PMO
- Job Function Program Management
- Employment Type Regular/Permanent
- Position Type Salary
- Requisition WD1933172
What you'll do at 
Position Summary...
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
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursem*nt, and more.
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 field
Primary Location...
702 Sw 8Th St, Bentonville, AR 72716, United States of America
About Walmart
At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability—and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries—all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?
Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.
"I love that at Walmart, each associate has the opportunity and autonomy to create their own career path and grow."
— Diane, Project Manager
With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum—NWA has something for everyone.
Discover NW Arkansas
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Art
Crystal Bridges Museum
Celebrate the American spirit in a setting that unites the beauty of art and the power of nature.
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Culture
Walton Arts Center
Arkansas' premiere center for visual arts and entertainment.
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Education
The Amazeum
An interactive children's museum that's fun for the whole family.
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Commune
Botanical Gardens
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come together
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All the benefits you need for you and your family
- Multiple health plan options, including vision & dental plans for you & dependents
- Financial benefits including 401(k), stock purchase plans, life insurance and more
- Associate discounts in-store and online
- Education assistance for Associate and dependents
- Parental Leave
- Pay during military service
- Paid Time off - to include vacation, sick, parental
- Short-term and long-term disability for when you can't work because of injury, illness, or childbirth
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 specific plan or program terms. For information about benefits and eligibility, see One.Walmart.com/Benefits.
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