Posted last month
Manager, Contact Center - QA & Operations Excellence
@ Wal-Mart Canada Corp
Mississauga, Ontario
Overview
Wal-Mart Canada Corp is hiring a Manager, Contact Center, QA & Operations Excellence, a full-time role at its Mississauga, ON location. The manager leads the Customer Care quality assurance program, monitors agent and vendor performance, and works with Workforce Planning, Training and Operations to improve service levels and cost-to-serve. The posted pay range is $91,900 to $126,390, based on relevant experience.
Responsibilities:
- Diriger le programme d'assurance qualité du service à la clientèle
- Gérer la performance des fournisseurs tiers selon les ententes de niveau de service
- Analyser les données de performance pour repérer tendances et occasions
- Encadrer les agents pour améliorer les résultats clients
- Collaborer avec planification, formation et opérations
Requirements summary:
- Expérience de gestion de relations avec des fournisseurs tiers
- Solide capacité d'analyse des données de performance opérationnelle et qualité
- Expérience des outils de rapport et des systèmes de surveillance de la qualité
- Expérience en analytique de la performance
Tools & skills
Source and dates
Employer career site / ATS feed · workday
- Employer posting date
- 2026-09-27
- First seen by our source
- 2026-10-09
- Source record updated
- 2026-10-30
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English, French |
| Encouraged to apply | People with disabilities |
| Perks mentioned | Employee discount |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Wal-Mart Canada Corp
| Field | Value |
|---|---|
| Open jobs on Jobsy | 4,297 |
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 olderPreferred 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, CanadaAre you currently a Walmart associate?
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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.
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