Contact Center QA & Ops Lead

Walmar

Mississauga

On-site

CAD 92,000 - 126,000

Full time

7 days ago

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Job summary

Walmart is seeking a Customer Care Quality Assurance leader in Mississauga to improve service quality, efficiency and cost-to-serve. You’ll establish quality standards, calibrations and governance, and provide visibility into performance.

You will drive coaching, manage vendor performance, monitor trends, and partner with Workforce Planning and Operations to meet service levels and implement automation and AI-enabled quality monitoring.

Qualifications

Experience managing third-party vendor relationships.
Strong ability to analyze operational and quality performance data.
Experience leveraging reporting tools and quality monitoring systems.
Experience with performance analytics.

Responsibilities

Lead the Customer Care Quality Assurance program by establishing quality standards, calibration practices, and governance routines.
Monitor quality results, identify trends, and drive continuous improvement initiatives.
Manage vendor performance against quality expectations, SLAs and operational commitments.
Monitor operational performance and identify issues impacting service levels, customers, or frontline associates; implement solutions to improve efficiency.
Collaborate with Workforce Planning, Training, and Operations to support staffing, capacity planning and service level achievement.
Champion process improvements and support adoption of automation and AI-enabled quality monitoring.