Senior Manager I, Quality Assurance - Hardlines

Senior Manager I, Quality Assurance - Hardlines

  • Location BENTONVILLE, AR
  • Career Area -
  • Job Function -
  • Employment Type Regular/Permanent
  • Position Type Salary
  • Requisition WD32715

What you'll do at

Manages consistent customer service delivery by performing quality audits; delivering feedback to agents and managers on success areas and improvement opportunities; assessing individual coordinator customer service levels; analyzing key quality drivers; creating and evaluating quality reports; recommending changes to improve quality control processes and customer satisfaction; and identifying training opportunities. Oversees quality assurance processes by identifying industry best practices and incorporating them into quality assurance programs; evaluating quality review processes and identifying areas of opportunity; identifying, developing, and implementing process changes; leading the implementation of quality assurance programs; evaluating utilization and effectiveness of quality assurance programs; evaluating service level data in order to determine behavioral gaps and training needs; and collaborating with key stakeholders in order to develop action plans to improve agent service levels. Oversees the communication of findings to stakeholders and customers by providing documents and work papers; identifying process errors and determining needed fixes; providing recommendations to stakeholders regarding needed training support; updating training documentation; and ensuring recommended solutions are implemented. Oversees quality assurance plans and frameworks by collaborating with stakeholders on identified controls; determining the frequency and timing of processes; documenting processes and communicating recommendations to leadership. Manages processes for on-boarding new suppliers and maintaining processes for existing suppliers by implementing and maintaining quality protocols across the supplier matrix; developing and conducting supplier training, feedback, and learning sessions; defining, compiling, maintaining, and validating internal metrics to formally assess supplier performance; and assessing and communicating supplier performance to management and business partners. Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Minimum Qualifications: Bachelor’s degree in Business, Communications, Education, Engineering, or related field and 3 years’ experience in training, quality, product development, or related area OR 5 years’ experience in training, quality, product development, or related area. Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Customer Service, Supervising Associates, Training and Development Masters: Business Administration Six Sigma Black Belt - Certification, Six Sigma Green Belt - Certification

Minimum Qualifications

Minimum Qualifications: Bachelor’s degree in Business, Communications, Education, Engineering, or related field and 3 years’ experience in training, quality, product development, or related area OR 5 years’ experience in training, quality, product development, or related area.

About Walmart

At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability—and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries—all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?

Hello, NW Arkansas

With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum—NWA has something for everyone.

Discover NW Arkansas
Northwest Arkansas
NWA Crystal Bridges Museum of American Art

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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