Manager, Contact Center - QA & Operations Excellence

Job summary

Lead the Customer Care quality assurance program, monitor operational and vendor performance, and identify trends, root causes, and opportunities for improvement. Partner with Customer Care, Workforce Planning, Training, and Operations to improve customer outcomes, associate performance, service levels, and cost-to-serve through governance, coaching, process improvements, and automation.

Job details

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. ㅤ Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Age – 16 or older Preferred 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 Are you currently a Walmart associate? Please login to your Workday account and use the Find Jobs report to apply for this job. Find Jobs ㅤ Important 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.

What you’ll do

Lead the Customer Care quality assurance program, monitor operational and vendor performance, and identify trends, root causes, and opportunities for improvement. Partner with Customer Care, Workforce Planning, Training, and Operations to improve customer outcomes, associate performance, service levels, and cost-to-serve through governance, coaching, process improvements, and automation.

Requirements

The role requires experience managing third-party vendors and holding them accountable for quality, service levels, and operational commitments. Candidates should be able to analyze quality and operational data and have experience with reporting tools, quality monitoring systems, and performance analytics.

Listed skills

• Continuous Improvement · Preferred
• Quality assurance · Preferred
• Root Cause Analysis · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Quality Assurance
• Contact Center Operations
• Quality Standards
• Calibration
• Performance Analysis
• Root Cause Analysis
• Continuous Improvement
• Agent Coaching
• Vendor Management
• Service Level Agreement Management
• Operational Performance Monitoring
• Workforce Planning
• Capacity Planning
• Operational Governance
• Process Improvement
• Automation and AI-Enabled Quality Monitoring

Job areas

• Customer Service & Support
• Management & Leadership
• Retail
• Data & Analytics

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