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 collaborate across teams and implement cutting-edge solutions.
- 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.
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.
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.
Manager, Contact Center in Mississauga employer: Walmart Canada
Walmart Canada is an exceptional employer that prioritizes employee growth and development, offering a dynamic work culture where respect, integrity, and collaboration are at the forefront. Located in Mississauga, ON, this role as Manager, Business Development not only provides competitive compensation but also fosters a sense of belonging and encourages innovation, making it an ideal place for individuals seeking meaningful and rewarding careers. With a commitment to continuous learning and a focus on customer satisfaction, Walmart Canada empowers its associates to thrive and make a positive impact in their communities.
