Referred applicants should not apply directly to this role.
All referred applicants must first be submitted through Workday by a current Loblaw Colleague.
243 Consumers Road, Toronto, Ontario, M2J 4W8
The decision to join a company is a big one. We have opportunities for hard working, energetic and reliable people just like you.
Why is this role important?
Does working with some of Canada’s most talented minds in innovation supporting retail, digital consumer solutions and analytical platforms excite you? Loblaw Technology powers some of Canada’s most game-changing retail solutions, giving our customers the ability to live their lives well.
Come work with a team that values diverse ideas, fosters a culture of inclusion and develops our talent from within. Loblaw Technology gives you the chance to excel, and helps you to strive for success in a big way. Keep reading to learn more!
This position is responsible for monitoring calls made by Specialists and evaluating Specialists performance of those calls for programs within the Pharmacy Enhanced Support Team and other adjacent businesses, as required.
Nature and Scope
The Senior Analyst, Quality Assurance 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 Senior Analyst, Quality Assurance 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.
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
Skills & Qualifications
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
What Loblaw Offers You
We offer flexibility and balance, and an environment that sets you up for success no matter where your workspace is located.
Here, you will find a great team to help you achieve your goals as you help us achieve ours! Work in our fast-paced, exciting Technology environment, helping our stores, colleagues and customers every day.
Loblaw colleagues also enjoy:
- Work Perks Program
- On-site GoodLife Fitness, Basketball & Volleyball courts, Ice Rink, Groceries delivered to work via PC Express, Dry Cleaning services (1PCC Office)
- Tuition Reimbursement & Online Learning
- Pension & Benefits
- Paid Vacation
If you’re up to the challenge, then we would love to hear from you. Apply today, and get the process started.
Loblaw 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. At Loblaw, we celebrate diversity and strive to build a culture of inclusion where differences are embraced, valued and supported. We are committed to being an equal opportunity employer and encourage people from all backgrounds and identities to apply to our jobs. Accommodation in the recruitment, assessment, and hiring process is available upon request for applicants with disabilities.
We thank all candidates for their interest but please note, those candidates who meet the minimum requirements for the position will be contacted.
How You’ll Succeed:
At Loblaw, 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.
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.
Type of Role:
Loblaw 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.
If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.