Janelle Engelbrecht

About Janelle Engelbrecht

I am a seasoned Trust and Safety Specialist with 10+ years of QA assessments and program management experience for renowned organizations, including Meta, Warner Music Group, and more. Recognized for demonstrating a natural aptitude for leveraging data analyses to drive continuous process improvement, as well as for successfully lowering operational risk and managing and scaling complex systems. Professional focal points include dashboard management, performance evaluation and management, policy development and enforcement, team leadership and development, SOP creation, data analysis and reporting, stakeholder engagement, and KPI management. Delivering superior administration on the latter areas of expertise requires utilization of effective communication skills, analytical skills, as well as industry acumen, systems analysis, and project management to support optimal efficiency and maximum returns. Currently, I am the Trust and Risk Quality Assurance Specialist for Whatnot. In this position, I build and iterate QA scoring frameworks and calibration routines to ensure alignment with evolving SOPs and Trust & Safety goals. I also closely monitor impact of QA initiatives against established KPI metrics to identify areas of improvement and apply corrective measures. In addition, I collaborated with fellow QA Specialists to launch and scale the company’s Trust QA program, consistently maintaining >95% audit compliance across Trust workflows. Colleagues describe me as a progressive, driven, down-to-earth, analytical, and managerial expert who cares about teammates and supports their professional growth while still offering superior solutions that achieve desired outcomes on time and in alignment with industry regulations and company objectives.I am interested in contacting former colleagues and managers, as well as other professionals in my field. Feel free to contact me if you wish to connect!

Experience

1. Quality Assurance Specialist

   Whatnot

   Nov 2024 — Present

   Collaborated with fellow QA Specialists to launch and scale company’s Trust QA program while consistently maintaining at least >95% audit compliance across over Trust workflows- Utilize Sigma, Snowflake, and Airtable to generate actionable insights into QA of company operations, influence policy decisions across Operations, Policy, and Training teams, and drive process improvements- Build and iterate QA scoring frameworks and calibration routines to ensure alignment with evolving SOPs and Trust & Safety goals- Closely monitor impact of QA initiatives against established KPI metrics to identify areas of improvement and apply corrective measures- Spearheaded root cause analysis (RCA) workstreams to identify and resolve more than five gaps in SOP and policies to demonstrably improve handling consistency of case and ticket reviews and reduce ambiguity in cases regarding seller integrity.

Education

• Texas State University

  Bachelor of Arts (BA), Public Relations/Music

  2011 — 2015

Skills

• Ap Style
• Time Management
• Microsoft Word
• Music
• Microsoft Office
• Sales
• Social Networking
• Social Media Marketing
• Oracle Applications
• Creative Writing
• Public Speaking
• Customer Service
• Facebook
• Cash Handling Experience
• SEO
• Project Managment
• Public Relations
• Organization
• Social Media
• Concert Production
• Microsoft Excel
• Powerpoint
• Blogging
• Research
• Copywriting
• Event Planning