Senior Analyst, Operations

Position Summary... What you’ll do...Role summary:
The (USA) Senior Analyst, Operations – Quality Assurance supports the Last Mile Delivery Incident Management program by measuring and improving decision quality. This role conducts risk-based quality monitoring, analyzes KPI and defect trends, and drives corrective and preventative actions in partnership with Operations and Product. The Senior Analyst translates findings into clear insights, recommendations, and documentation that strengthen controls, reduce repeat issues, and improve customer outcomes.

About the team:
The Quality Assurance team plays a vital role in supporting the Last Mile Delivery Incident Management program by enhancing decision quality through risk-based monitoring, KPI tracking, and trend analysis. This team collaborates across functions to identify defects, strengthen controls, and drive scalable improvements in processes and products. By leveraging data and continuous improvement practices, the team ensures operational excellence and supports the delivery of reliable, efficient services.

Members contribute to developing actionable insights and fostering partnerships that promote sustained business growth and enhanced customer outcomes.

• Execute risk-based monitoring by reviewing Incident Management decisions for accuracy, policy adherence, and customer impact.
• Calibrate quality standards by partnering with Operations, Policy, and SMEs to resolve interpretation gaps and improve consistency.
• Develop and maintain QA scorecards, dashboards, and recurring reporting to communicate performance, risk, and improvement opportunities.
• Analyze trends and perform root‑cause analysis on defects to identify systemic drivers and prioritize corrective and preventative actions.
• Partner with Product and Operations to translate QA findings into process updates, tooling enhancements, and strengthened controls.
• Document QA standards and decisioning guidance, and support governance routines (sampling plans, defect taxonomies, and change control) as needed.

• Experience in quality assurance, audit, compliance, or operational monitoring within a decisioning environment.
• Strong analytical skills with the ability to interpret policy, apply sound judgment, and identify defects and risk patterns.
• Ability to communicate findings clearly‑turning complex quality issues into actionable recommendations for stakeholders.
• Proficiency with reporting and analysis tools (e.g., Excel, SQL, BI tools) to build scorecards, dashboards, and recurring insights.
• Demonstrated root‑cause analysis and continuous improvement capability, with a bias toward sustainable corrective and preventative actions.
• Working cross‑functionally to align on standards, influence change, and follow through on improvements.
• Commitment to confidentiality, integrity, and adherence to policy—handling sensitive case details and QA findings appropriately.

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 reimbursement, 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  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…