Overview
Guest Quality Assurance Team Lead (17 month contract) Jobs in Remote at Lululemon
This role is open remote across North America.
This is a contract role until November 2025.
Who we are
lululemon is a yoga-inspired technical apparel company up-to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are to be growing global company with locations all around the world, From Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connection we get to make in every community we are in.
About this team
The Guest Education Centre (GEC) is the contact center for lululemon. With offices in Vancouver, and remotely, we are a vital frontline connection with our guests. Most people call them customers, but because we create an inviting environment, we call them our guests.
A day in the life
As one of the Quality Assurance Team Leads, you’ll coach, and support Quality Assurance Supports. You provide mentorship to educators, educator team leads and our operation managers to ensure we’re delivering, standard-setting and maintaining a world-class guest experience. This is achieved through Quality Assurance Ratings, spotting gaps, finding solutions in guest experience operations, and providing training sessions. If you are passionate about creating a world-class guest experience, have an eye for detail and love efficiency, this role is for you.
Key Responsibilities
Provides ongoing coaching, training, development, and feedback to Quality Assurance Support employees.
Assesses and manages employee performance including performance improvement plans and formal performance reviews.
Reviews and interprets departmental and individual performance reports to identify trends and issues.
Manages the development and delivery of projects.
Responsible for the hiring and onboarding of new Quality Assurance Support team members.
Completes rating audits and delivers them to Quality Assurance Support employees with feedback and coaching.
Facilitates Quality Assurance training during Educator, Team Lead and Quality Assurance Supports role training.
Pulling data monthly and providing it to cross functional partners.
Works cross functionally with GEC Leadership, Educators, Team leads and external partners.
Identifying gaps in current guest experience and escalating to appropriate cross functional partner.
Participates in GEC leadership meetings.
Facilitates and creates content for cross functional meetings in-person or over Zoom.
Keeps up to date with internal communications and updates Quality Assurance guidelines to reflect any changes.
Actively contributes to an inclusive work environment through IDEA initiatives and priorities.
Responsible for performing additional task and assignments as required, that support our internal partners in delivering initiatives to our team members.
Skills and Qualifications
Excellent leadership skills with the ability to coach and train employees.
1-3 years of supervisory experience preferred.
Strategic problem solver with an operational and creative mindset.
Able to demonstrate sound judgement, and strong decision-making abilities.
Strong organizational and multitasking skills, attention to detail is a must.
Strong time management skills and ability to prioritize tasks; able to work well under pressure and meet deadlines.
Business acumen and holistic thinking.
Excellent verbal and written communication.
Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, an ability to type 50 wpm, and strong experience navigating the internet.
Our Must Haves
Thrives in a rapidly evolving, ambiguous workplace.
Ability to work independently with little guidance and support.
Coachable, adaptable, and open to change.
Responsible and dependable with utmost integrity.
Work from Home Requirements
General requirements:
Reside and work in a province/state where lululemon operates.
Disciplined work ethic – a self-starter with the ability to work independently in a fast-paced environment.
Network requirements:
Internet Download Speed of 50 Mbps or greater
Internet Upload Speed of 15 Mbps or greater
Connection has less than 100ms of latency (ping)
Hotspots, dial-up and wireless connectivity are not acceptable connections.
Working Conditions
At a desk for up to 8 hours/day.
40 hours a week with potential for overtime as required
Compensation and Benefits Package
lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional team performance. The base pay range for this position is from $22.95-$32.10/hour CAD, subject to minimum wage in the location. The base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. This position has a target bonus of an additional 10%, subject to certain requirements and the Company’s discretion, bringing the total hourly target compensation range between $23.72-$35.31/hour CAD.
At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:
Full hardware setup (e.g., laptop, display)
Extended health and dental benefits, and mental health plans
Paid time off
Savings and retirement plan matching
Generous employee discount
Monthly wi-fi reimbursement
Fitness & yoga classes
Parenthood top-up
Extensive catalog of development course offerings
People Networks, mentorship programs, and leadership series (to name a few)
Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.
Title: Guest Quality Assurance Team Lead (17 month contract)
Company: Lululemon
Location: Remote
