Manager, Contact Center - QA & Operations Excellence

Walmar; Mississauga; On-site; CAD 92,000 - 126,000; Full time

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.

Skills

Vendor management

Data analysis

Quality monitoring

Performance analytics

Reporting tools

AI-enabled QA

Job description

Position Summary...This role will focus on improving the quality, consistency and efficiency of Canada Customer Care by turning customer interactions and operational performance into actionable improvements. The role provides independent visibility into service quality and operational performance, identifies root causes and systemic opportunities, and partners across Customer Care and the business to deliver measurable improvements in customer experience, associate performance and cost-to-serve.What you'll do...Lead the Customer Care Quality Assurance program by establishing and maintaining quality standards, calibration practices, and governance routines that ensure consistency across customer interactions. Monitor quality results, identify trends, and drive continuous improvement initiatives.Drive agent quality and program adherence by identifying performance gaps, supporting coaching strategies, and developing action plans that improve customer outcomes and operational effectiveness.Manage vendor performance against quality expectations, service level agreements, and operational commitments. Conduct regular reviews, address performance concerns, and ensure accountability for delivering consistent results.Monitor operational performance and proactively identify issues impacting service levels, customers, or frontline associates. Partner with stakeholders to implement solutions that improve efficiency, effectiveness, and customer satisfaction.Collaborate closely with Workforce Planning, Training, and Operations teams to support staffing needs, capacity planning, service level achievement, and evolving business priorities.Strengthen operational governance by establishing clear expectations, performance routines, and accountability measures. Champion process improvements and support the adoption of automation and AI-enabled quality monitoring to enhance quality coverage, consistency, and coaching effectiveness.QualificationsExperience managing third-party vendor relationships and holding partners accountable for quality, service levels, and operational commitments.Strong ability to analyze operational and quality performance data to identify trends and opportunities.Experience leveraging reporting tools, quality monitoring systems, and performance analytics.The pay range for this position is $91,900.00 - $126,390.00. Pay will be determined based on relevant experience.L’échelle salariale pour ce poste est de 91,900.00 à 126,390.00. La rémunération sera déterminée en fonction de l’expérience pertinente.ㅤMinimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.Age – 16 or olderPreferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Walmart will accommodate the disability-related needs of applicants and associates as required by law.Primary Location…1940 Argentia Rd, Mississauga, ON L5N 1P9, Canada report to apply for this job.Find JobsㅤImportant Note: To support resume screening, interviews and other candidate evaluations, we may use artificial intelligence-powered tools, including internal or third-party developed automated decision-making tools. For more information, please see Walmart Canada Job Applicant Privacy Notice .