Senior Analyst, Learning And Development @ Walmart

Senior Analyst Learning & Development (Process Trainer) for Contact Center at Walmart, will play a pivotal role in onboarding and upskilling associates by delivering structured training programs aligned with Walmart s service standards. Support the design, implementation, and evaluation of learning initiatives that drive employee performance and organizational growth. Facilitate learning sessions, evaluating training effectiveness, and ensuring seamless knowledge transfer across contact center operations. This role will leverage data-driven insights to enhance learning strategies, optimize training effectiveness, and support performance development programs across the organization.

Key Responsibilities:

• New Hire Training

• Design, deliver, and continuously improve onboarding and new hire training programs to ensure a smooth transition and early productivity.

• Partner with HR and business units to align onboarding content with organizational culture, values, and role-specific requirements.

• Monitor feedback and performance metrics to enhance the onboarding experience.

• On-the-Job Training (OJT) Facilitation

• Coordinate and facilitate structured OJT programs in collaboration with functional leaders and subject matter experts.

• Develop/Adhere to OJT frameworks, checklists, and tracking mechanisms to ensure consistency and effectiveness.

• Monitor progress, gather feedback, and provide support to both trainers and trainees to ensure successful knowledge transfer.

• Learning Strategy & Design

• Collaborate with L&D leaders and business stakeholders to identify learning needs and align programs with strategic goals.

• Support the design and development of learning interventions, including e-learning, instructor-led training, blended learning, and microlearning.

• Training Record Maintenance & Performance Tracking

• Maintain accurate and up-to-date training records in the Learning Management System (LMS) or other tracking tools.

• Ensure compliance with internal policies and external audit requirements by managing documentation and certification records.

• Track and analyze training performance metrics such as completion rates, assessment scores, training attendance and post-training effectiveness.

• Generate reports and insights to support continuous improvement and demonstrate training impact.

• Data Analysis & Reporting

• Analyze learning data to assess training program effectiveness, learner engagement, and Return of Investment (ROI).

• Develop dashboards or reports to provide actionable insights to stakeholders.

• Program Management

• Evaluate program knowledge hygiene through monthly assessments and curate training programs to bridge knowledge gaps

• Coordinate end-to-end execution of learning programs, including scheduling, communication, logistics , and vendor management.

• Monitor program performance and recommend improvements based on feedback and data.

• Develop and share a monthly training planner with stakeholders, ensuring visibility and alignment on upcoming sessions and learning opportunities

• Change Management

• Support change initiatives by designing and delivering learning solutions that enable smooth transitions.

• Collaborate with cross-functional teams to assess training needs related to program/organizational change.

• Develop communication and training plans to drive adoption and minimize resistance.

• Technology & Tools

• Leverage Learning Management Systems (LMS) and other digital tools to manage and track learning activities.

• Explore and implement innovative learning technologies to enhance learner experience.

• Stakeholder Engagement

• Partner with HR, business leaders, and subject matter experts to ensure learning solutions meet business needs.

• Facilitate feedback loops to continuously improve learning offerings.

Qualifications & Experience:

• Bachelor s degree in any discipline**

• 6 10 years of experience in process training within a BPO/KPO/Contact Center environment (preferably international voice process)

• Prior exposure to Walmart systems or retail customer service is a plus

• Strong analytical skills with proficiency in Microsoft Office, Power BI, or similar tools.

• Experience with LMS platforms (e.g., Workday Learning, Cornerstone, SuccessFactors).

• Excellent communication, facilitation, and stakeholder engagement skills.

• Knowledge of adult learning principles, instructional design, and change management frameworks is a plus.

Flexible, hybrid work: We use a hybrid way of working that is primarily in office coupled with virtual when not onsite. Our campuses serve as a hub to enhance collaboration, bring us together for purpose and deliver on business needs. This approach helps us make quicker decisions, remove location barriers across our global team and be more flexible in our personal lives.

Benefits:

Benefits .

Belonging

We aim to create a culture where every associate feels valued for who they are, rooted in respect for the individual. Our goal is to foster a sense of belonging, to create opportunities for all our associates, customers and suppliers, and to be a Walmart for everyone.

At Walmart, our vision is "everyone included." By fostering a workplace culture where everyone is and feels included, everyone wins. Our associates and customers reflect the makeup of all 19 countries where we operate . By making Walmart a welcoming place where all people feel like they belong, we re able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate .