Manager, Contact Center - QA & Operations Excellence

Mississauga, ON, Canada

The pay range for this position is $91,900.00 - $126,390.00. · Full-time

Apply About employer

Applications open in a new tab.

Job details

Pay: The pay range for this position is $91,900.00 - $126,390.00.
Job type: Full-time
Apply by: Oct 28, 2026
Posting language: English
Posted: Sep 28, 2026

Original 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.

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.

Apply About employer

More about this job

Responsibilities

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.

Skills

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

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Contact Center
Quality Assurance
Quality Standards
Calibration
Governance
Quality Monitoring
Operational Performance
Performance Analytics
Reporting Tools
Root Cause Analysis
Continuous Improvement
Agent Coaching
Vendor Performance
Service Level Agreements
Workforce Planning
Capacity Planning
Service Level Achievement
Process Improvement
Automation
Artificial Intelligence
Customer Experience
Cost-to-Serve
Retail
Manufacturing
Retail Groceries

Report this job