Director, Quality Assurance

This position is responsible for the operation of a department. An individual in this position will be expected to perform additional job related responsibilities and duties as assigned and/or necessary.

Essential Functions

An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.

Monitors 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.

Provides overall direction by analyzing business objectives and customer needs; developing, communicating, building support for, and implementing business strategies, plans, and practices; analyzing costs and forecasts and incorporating them into business plans; determining and supporting resource requirements; evaluating operational processes; measuring outcomes to ensure desired results; identifying and capitalizing on improvement opportunities; promoting a customer environment; and demonstrating adaptability and sponsoring continuous learning.

Oversees complex or high-visibility 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 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.

Develops and implements strategies to attract and maintain a highly skilled and engaged workforce by diagnosing capability gaps; recruiting,selecting, and developing talent; supporting mentorship, workforce development, and succession planning; and leveraging the capabilities of new and existing talent.

Oversees quality assurance plans and frameworks by collaborating with stakeholders on identified controls; determining the frequency and timing of processes; managing processes; and communicating recommendations to leadership.

Cultivates an environment where associates respect and adhere to company standards of integrity and ethics by integrating these values into all programs and practices; developing consequences for violations or non-compliance; and supporting the Open Door Policy.

Develops the annual quality control overhead budget by reviewing and approving budgets; compiling an overall budget across all quality control divisions; submitting capital expenditure requests for the budget; and comparing forecasted budget to actual spending to identify and reconcile discrepancies.

Develops and leverages internal and external partnerships and networks to maximize the achievement of business goals by sponsoring and leading key community outreach and involvement initiatives; engaging key stakeholders in the development, execution, and evaluation of appropriate business plans and initiatives; and supporting associate efforts in these areas.

Monitors 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.

Leadership Expectations

An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position

Respect the Individual:Builds high-performing teams; seeks, and embraces differences in people, cultures, ideas and experiences; creates a workplace where all associates feel seen, supported and connected through culture of belonging so associates thrive and perform; drives a positive associate and customer/member experience for all.

Respect the Individual:Creates a discipline and focus around developing talent through feedback, coaching, mentoring, and developmental opportunities; builds the talent pipeline, fosters an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others contributions and accomplishments; supports strategies and drives initiatives that attract and retain the best talent.

Respect the Individual:Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates and listens attentively, with energy and positivity to motivate, influence, and inspire commitment and action.

Act with Integrity:Maintains and promotes the highest standards of integrity, ethics and compliance; models the Walmart values and leads by example to foster our culture; supports Walmart's goal of becoming a regenerative company by taking action to advance opportunity, sustainability, community,and integrity (e.g., creating fair opportunities for associates and suppliers, driving local giving efforts).

Act with Integrity:Ensures that teams follow the law, our code of conduct and company policies; promotes an environment where associates feel comfortable sharing concerns and models our culture of non-retaliation; listens to concerns raised by associates and takes action and enables others to do the same; holds self and teams accountable for achieving results in a way that is consistent with our values.

Act with Integrity:Acts as an altruistic servant leader and is consistently humble, self-aware.

Serve our Customers and Members:Delivers expected business results while putting the customer/member first and consistently applying an omni merchant mindset and acting with an Every Day Low-Cost mindset to drive value and Every Day Low Prices for customers/members.

Serve our Customers and Members:Adopts a holistic perspective that considers data, analytics, customer/member insights, and different parts of the business when making plans and implementing strategies.

Strive for Excellence:Consistently raises the bar and seeks to improve; demonstrates curiosity and a growth mindset; seeks feedback, asks thoughtful questions, and fosters an environment that supports learning, innovation, learning from mistakes, and intelligent risk-taking; and exhibits resilience in the face of setbacks.

Strive for Excellence:Drives continuous improvements, supervises the adoption of new technology, and supports digital disruption in line with Walmart's business model.

Physical Activities

The following physical activities are necessary to perform one or more essential functions of this position.

Reads information, often in small print.

Visually verifies information, often in small print.

Creates documents, reports, etc., using a writing instrument (such as a pencil or pen) or computer.

Communicates effectively in person or by using telecommunications equipment.

Presents information to small or large groups and individuals.

Enters and locates information on computer.

Observes associate, customer, or supplier behavior.

Travel

Traveling is necessary to perform one or more essential functions of this position.

Travels internationally to and from multiple facilities or work-sites requiring extended overnight stays.

Entry Requirements

Minimum Qualifications

Bachelor's degree in Business, Communications, Education, Engineering, or related field and 5 years experience in training, quality, product

development, related area OR 7 years experience in training, quality, product development, or related area.

Preferred Qualifications

Master's degree in Business, Communications, Education, Engineering, or related field.

4 years experience assessing training programs and customer service levels in a production, sales, or customer service environment.

3 years supervisory experience.

2 years large-scale testing experience.

Six Sigma certification.

International Standards Organization certification