Quality Assurance Program Senior Analyst

2 weeks ago


Bentonville, Arkansas, United States Walmart Full time

Position Overview

We are in search of a seasoned Quality Assurance professional to enhance our efforts in minimizing discrepancies within our operational processes. This role will require you to be a key resource in pinpointing the underlying causes of errors, assessing their implications, and implementing foundational strategies to elevate enforcement results.

Key Responsibilities

  • Support the execution of the Trust & Safety Quality Assurance initiative aimed at decreasing errors in our operational processes.
  • Develop, oversee, and sustain data-centric frameworks and metrics to evaluate the quality of our operational workflows.
  • Extract actionable insights from Quality Assurance and Root Cause Analysis to enhance the quality of our operational and risk management processes.
  • Establish and uphold a comprehensive defect Root Cause Analysis process across various teams to identify the origins of policy enforcement discrepancies.
  • Lead Root Cause Analysis for significant incidents and furnish business and policy teams with insightful, data-driven recommendations to mitigate future errors.
  • Facilitate effective communication channels among all teams managing incidents to uncover potential process, policy, training, or tool deficiencies.
  • Collaborate closely with operational teams to provide guidance and determine necessary follow-up actions, ensuring all remedial measures are tracked to completion.
  • Promote the adoption and compliance of Quality Assurance and Root Cause Analysis processes across new teams in alignment with product and policy launches.
  • Independently oversee continuous improvement initiatives and aspects of the Quality Assurance program, including presenting findings on a regular basis.
  • Maintain a thorough understanding of current operational workflows.

Minimum Qualifications
  • At least 1 year of experience in Quality Management.
  • Prior experience in a Quality Assurance or Error Reduction role within the gig economy, online services, Trust & Safety, customer service, or call center environments.

Preferred Qualifications
  • Experience with calibration golden sets in a Quality Assurance context.
  • Experience leading Root Cause Analysis across multiple teams.

Compensation and Benefits
We offer competitive compensation along with performance-based bonuses and a comprehensive benefits package that includes health coverage, retirement plans, and paid time off. Our benefits are designed to support your well-being and work-life balance, ensuring you have the resources you need to thrive both personally and professionally.

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