(USA) Senior Director, Quality Assurance

Walmart•Bentonville, AR

About The Position

Senior Director, Quality Assurance — Health & Wellness We’re seeking a Senior Director to lead enterprise-wide Quality Assurance across Walmart Health & Wellness. In this role, you will define the quality vision, drive operational excellence, and strengthen performance outcomes across some of our most complex, high-impact programs. You’ll oversee audits, shape best-practice frameworks, inform strategic decision-making, and influence partners across the business to elevate patient experience, clinical quality, and supplier performance. What you'll do...

Requirements

8–10+ years in quality assurance, customer operations, contact center excellence, or related disciplines.
3–5+ years leading multi-team QA programs, enterprise process improvements, or large-scale operational transformation.
Proven experience designing QA frameworks, metrics, dashboards, and insights using tools such as Excel/Sheets, Tableau, Power BI , or similar BI platforms.
Demonstrated ability to coach leaders and frontline associates—translating insights into scalable, actionable plans.
Experience with budget management , including annual planning, CapEx, and variance analysis.
Supplier quality management expertise, including protocol design, training, and performance scorecards.
Exceptional communication, stakeholder management, and change leadership skills with the ability to influence at all levels.
Bachelor’s degree in Business, Communications, Education, Engineering, or related field and 5 years’ experience in quality, product development, training, or related area OR 7 years’ experience in quality, product development, training, or related area.
1 years' supervisory experience.

Nice To Haves

Customer Service
Testing Technologies
Masters: Business Administration
Six Sigma Black Belt - Certification
Six Sigma Green Belt - Certification

Responsibilities

Drive quality excellence and customer experience
Lead quality and safety strategic planning, evaluating service levels and operational effectiveness across programs.
Deliver actionable insights to leadership, highlighting strengths, gaps, and quality-driver opportunities.
Approve key quality metrics and develop reporting that enables enterprise visibility and continuous improvement.
Lead lane strategy & operations
Manage headcount planning, KPIs, monthly business reviews, and strategic roadmap execution.
Align operational performance with long-term business priorities and enterprise commitments.
Lead a team responsible for operational excellence and cross functional partnerships
Manage the Quality and Safety organization’s financial portfolio
Review and approve budgets, evaluate CapEx requests, and ensure fiscal discipline through forecast-to-actuals analysis and variance reconciliation.
Lead Quality and Safety Data and AI Strategy and Implementation
Lead a team responsible for key performance insights and reports to ensure that data is turned into action.
Lead AI adoption and integration portfolio ensuring that AI and automation are being integrated into both daily work and go forward innovation.
Elevate supplier quality & performance management
Approve supplier QA protocols and performance standards.
Lead supplier onboarding, training, and feedback mechanisms that strengthen accountability and operational readiness.
Define and report on supplier metrics to business partners and senior leaders.
Model culture and leadership excellence
Champion a customer-first mindset, demonstrate integrity, and lead through change.
Foster a learning culture with a focus on capability-building and continuous improvement.
Support and uphold the Open Door Policy and Walmart values.