243 Consumers Road, Toronto, Ontario, M2J 4W8
Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.
Why this role is important?
The PES Analyst, Quality Performance is responsible for listening to inbound and outbound calls for all of Pharmacy Enhanced Support and other adjacent businesses, as required. In this role the incumbent will make recommendations and identify training opportunities for Specialists. The incumbent is required to understand a Specialists scope of practice to determine appropriateness of information provided to Customers. The PES Analyst, Quality Performance is also responsible to conduct thorough audits of PES team performance in order to optimize execution of programs, policies and identify opportunities to enhance patient experiences while protecting the Shoppers Drug Mart/Loblaw Companies Limited brand.
What You'll Do:
Aid in the design and development of the quality monitoring process, implement, track and measure progress against KPI’s to ensure program effectiveness and that team and individual performance targets are being met
Audit and evaluate recorded conversations with Customers to ensure quality service standards are met
Responsible to identify and track all practice and service issues related to quality and provide regular feedback to agents and their Team Leaders so that timely action and corrective measures can be taken
Conduct regular coaching sessions with Specialists/Team Leads to ensure quality standards are consistently maintained across all teams
Develop and facilitate regular training for synergy sessions to share best practices across PES
Coordinate and facilitate frequent calibration sessions for Team Leaders to discuss common errors and recommendations
Ensure that policies and procedures are adhered to by all Specialists at Pharmacy Enhanced Support
Responsible to gather and prepare weekly, bi-weekly, monthly or ad-hoc status reports as required for the PES Management team
Respect patient confidentiality, and ensures that any ethical breaches are identified and escalated according to internal policies
Demonstrates a commitment to Continuous Quality Improvement to ensure programs and services are functioning at the highest standards and Customers receive the highest level of service
Assumes responsibility for personal development
Other responsibilities, activities and assignments as directed
What You'll Need:
Call quality monitoring experience is an asset
Call Centre experience preferred
Retail/Community Pharmacy experience is an asset
Bilingualism (English & French) is an asset
Ability to provide an organized, efficient approach to workload management
Possession of excellent skills in assessment, communication, critical thinking and decision making
Must be familiar with standard concepts, practices and procedures within the field of Pharmacy
Must be able to rely on experience and judgement to plan and accomplish goals
Excellent oral and written communication skills
Experience working with Shoppers Drug Mart’s HealthWATCH, New HealthWATCH, Kroll Pharmacy Systems is an asset
Excellent multi-tasking abilities, analytical skills, and attention to detail
Ability to work independently
Ability to work effectively in a team environment
Ability to work under pressure with tight deadlines
Familiarity and proficient use of Microsoft Office- Excel, Word and PowerPoint
Why work at Shoppers Drug Mart?
Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through SDMU.
Take ownership of your work and find more ways to care about your work, co-workers, customers and community.
How You’ll Succeed:
At Shoppers Drug Mart Inc. , we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.
If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.
Type of Role:
Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.