Manager, Contact Center - QA & Operations Excellence

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

Job summary

Walmart Canada in Mississauga, ON is seeking a Customer Care Quality Assurance Lead to improve the quality, consistency and efficiency of Canada Customer Care by turning interactions and operational performance into actionable improvements.

You will monitor quality results, drive continuous improvement, manage vendor performance, and collaborate with Workforce Planning, Training and Operations to ensure service levels and cost-to-serve objectives are met.

Qualifications

• Experience 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.

Responsibilities

• Lead the Customer Care Quality Assurance program by establishing and maintaining quality standards, calibration practices, and governance routines that ensure consistency across customer interactions.
• 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.

Skills

Vendor management

Data analysis

Analytics tools

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.

Qualifications

• Experience 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.

Minimum Qualifications

Age – 16 or older

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

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