At a Glance
- Tasks: Lead quality assurance initiatives to enhance customer care and operational performance.
- Company: Join a leading retail giant focused on customer satisfaction and operational excellence.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities to implement AI and automation for quality improvements.
- Why this job: Make a real impact on customer experiences while driving innovation in operations.
- Qualifications: Experience in managing vendor relationships and analyzing performance data.
The predicted salary is between 90000 - 126390 $ per year.
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.ㅤMinimum 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 report to apply for this job.
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Manager, Contact Center in Mississauga employer: Walmar
Walmart Canada is an exceptional employer that prioritizes employee growth and development, offering a collaborative work culture where diverse perspectives are valued. Located in Mississauga, this role as Senior Manager, Supply Chain Management provides opportunities to lead innovative supply chain strategies while enjoying competitive compensation and benefits. With a commitment to integrity and community impact, Walmart fosters an environment where associates can thrive and contribute meaningfully to both the company and their local communities.
