Creation and management of a quality assurance program for two teams, which included developing and overseeing a rubric to grade staff against, sampling data and subsets, designing a coaching form, and instituted frequency guidelines.Developed a training program in conjunction with all relevant stakeholders and oversaw the specific content creation for the team.Collaborated with stakeholders on ensuring organizational compliance by instituting documentation resources (e.g. Guru) and procedures, and, addressing evolving stances as needed.Managed new hire onboarding and performance evaluations including overseeing training schedules, mentoring assignments, quality check-ins, coaching sessions, and communication of new hire progress with leadership.Designed team calibration program, optimizing efficiency by analyzing staff workflow and decision making.Mentored staff in other areas to assist in modernizing their training, documentation, and quality assurance.Co-chair of employee resource group for marginal and gender inclusive employees, creating a community to provide a safe space and resources for members.

Review tasks for brand risk for the company to use shops and listings in customer facing places such as commercials, ads, and social media.Collaborate with other Trust and Safety teams to understand our policies and procedures.Assist other teams with their work during peak times.

Review tasks for policy violations, remove listings and shops with violations, and reach out to the shop owners to communicate the status of their shop.Answer questions members have regarding policy for qualifying items.Perform Quality Assurance checks and collaborations on tasks for the team.Assist in writing language for outgoing communications.Assist in training and coaching/mentoring.Project management.

Review tasks for policy violations, remove listings and shops with violations, and reach out to the shop owners to communicate the status of their shop.Answer questions members have regarding policy for qualifying items.

Write and manage the schedule for the Red Zone (sales portion) of the staff. Hourly guidance was given and accuracy of efficiency was measured. We moved from a temporary store location to a new store location without advance notice. This required tactful schedule changes and Apple also simultaneously launched multiple trainings that had to fit into the schedule at the same time. This Lead and Learn required time management, dealing with ambiguity, perseverance, managing direct reports, and providing feedback to upper management.