Position Summary...Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales. Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities. Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

What you'll do...

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.

At our Bangalore and Chennai office, more than 4000 strong engineers are helping accelerate innovative strategic initiatives. They collaborate seamlessly across Walmart Technology and Walmart eCommerce through a highly engaged, talent dense, global agile delivery model.

About Global People Team:

The Global People Team is a fast-growing team of over 300+ talented professionals currently spread across several Center of Excellences including, Total Rewards, Talent Architecture, People Operations, Data Analytics & Insights, and Talent Acquisition. All these teams are co-located in India, working closely with their global counterparts. Our teams work as a globally distributed but tightly integrated network that is transforming the People landscape of the Fortune 1 company. 

The Global People Team is driving change by faster cycle-times, improved capabilities, deep domain expertise, and a high-quality talent hub. We are keen to bring in high potential talent to be a part of this exciting journey of ‘accelerating enterprise transformation’ and achieving greatness. Come on, join us to make a difference!

Our Team:

The People Services team is a dynamic and multi-functional team spanning across several pillars like Contact Center, Data Administration, Recruiting Services, Unemployment Claims, Canada HR alongside critical support teams like Transaction Support, Integrations, Quality Assurance, People Analytics and Reporting. This Bangalore based team collaborates and works together with our colleagues based out of Charlotte (North Carolina) and Bentonville (Arkansas) creating benchmarks around customer service delivery and a superior associate experience. 

Our speed, accuracy, on-time delivery of associate centric solutioning enables us to create the right mix of performance and agility in our daily operations. Our focus continues to bring in bright and fresh talents thereby ensuring a high-octane culture. Ready to jump in and be a part of this team? 

Roles and Responsibilities:

Develops consistent customer service delivery by performing quality audits; delivering feedback to agents and managers on success areas and improvement opportunities; assessing individual coordinator customer service levels; analysing key quality drivers; creating and evaluating quality reports; recommending changes to improve quality control processes and customer satisfaction; reporting feedback to management; and identifying training opportunities.

Executes quality assurance processes by identifying industry best practices and incorporating them into quality assurance programs; evaluating quality review processes and identifying areas of opportunity; developing and implementing process changes; implementing utilization and effectiveness of quality assurance programs; evaluating service level data in order to determine behavioural gaps and training needs; and collaborating with key stakeholders in order to develop action plans to improve agent service levels.

Communicates findings to stakeholders and customers by providing documents and work papers; identifying process errors and determining needed fixes; providing recommendations to stakeholders regarding needed training support; updating training documentation; and ensuring recommended solutions are implemented.

Executes quality assurance plans and frameworks by collaborating with stakeholders on identified controls; determining the frequency and timing of processes; documenting processes; identifying areas of opportunity in quality assurance plans; and communicating recommendations to leadership.

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Models’ compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices. 

Competencies

An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position.

Identifies the requirements, expectations, and needs of customers or members.Researches and integrates relevant information and data and uses expertise to make recommendations or decisions.Aligns and pursues work activities to achieve the mission and business priorities of the organization. Shares information, practices, and resources across functions, organizations, and locations to improve performanceDevelops and implements plans, practices, and processes to better achieve organizational goalsDevelops and presents logical, convincing reasons in support of one's perspectives and initiatives.Supports efforts to enforce compliance with policies and procedures.Demonstrates creativity and strength in the face of change, obstacles, and adversityBuilds trusting, collaborative relationships and alliances across functional and organizational boundaries

Experience Required – 2-4 Years

 

Qualification – Any Graduate

Skillset Required

MS ExcelMS PowerPointPresentation SkillCommunicationReportingAnalytical Skill

Our Ideal Candidate

You make sound judgment and promote a customer/member focused environment and travels internationally to and from multiple facilities or work-sites requiring extended overnight stays .You optimize execution and results. You inspire commitment through communication and influence. You demonstrate adaptability while thinking and acting strategically. You proactively lead volunteer activities, programs and initiatives in order to improve the community. You build and sustain internal and external relationships.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Option 1: Bachelor's degree in business, human resources, information technology, or related area. Option 2: 2 years' experience in business, human resources, information technology, or related area.

1 year’s supervisory experience.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Bachelor's degree in Business, Human Resources, Information Technology, or related area and 2 years' experience in business, human resources, information technology, or related area., Using intermediate functionality of Microsoft Office

Primary Location...Pardhanani Wilshire Ii, Cessna Business Park, Kadubeesanahalli Village, Varthur Hobli , India