Specialist, Quality and Voice of the Customer ((13-month contract) )
Top Benefits
About the role
Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.
At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.
Why This Job Is Important The Quality Specialist will be comfortable in a fast-paced, ambiguous environment and is comfortable handling large data sets. You are a creative and analytical problem solver with a passion to provide the best in class customer experience. You will work within the COE (Center of Excellence) team and be responsible for driving quality to improve and preserve the highest standards of service, understand performance metrics, perform analysis and deep dives summaries to support the call center partners. The QS should understand the business metrics, build a story which summarizes quality performance, identifies solutions and implement the necessary actions.
What You’ll Do
- Identify agent performance improvement opportunities through contact evaluations, calibrations, data analysis and provide feedback (observations and trends) to Vendors and Learning & Development teams.
- Produce weekly, monthly and quarterly analyses and reports on defect trends and root causes, perform data mining and analysis to support programs as well as identify new metrics and opportunities for quality improvements.
- Materialize the Quality team’s vision into actions and projects. Participate in development of robust improvements and training processes.
- Drive projects on automation to reduce quality auditing manual efforts and improve processes.
- Consistent review and analysis accompanied by the presentation of data to proactively address issues.
- Sound understanding of processes as it pertains to specific lines of business.
- Positive results which correlate back to outcomes of key accountabilities.
What You Bring
- Strong organizational and analytical skills.
- Strong stakeholder management and communication skills.
- Proven track record of delivering results by working both independently and with relevant stakeholders as appropriate.
- Ability to clearly articulate maintaining company standards during vendor interactions i.e. calibrations.
- Ability to thrive in an ambiguous environment.
Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.
If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
Please Note Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.
#EN
#SS #LEGAL #ON
About President's Choice Financial
At PC Financial® we are focused on making everyday banking and spending more rewarding for every Canadian. We offer products and services in the following segments:
Payment Cards: The ONLY credit and bank accounts that earn you PC Optimum™ points. PC® Mastercard® credit cards offer PC Optimum™ points for every dollar spent. The PC Money™ Account, operated by President’s Choice Bank, works like a bank account and offers PC Optimum™ points on everyday banking and purchases, with no monthly fee.
Insurance: PC® home and auto insurance are offered through PC Financial Insurance Broker Inc. and relationships with several insurance companies.
Telecom and Gift Cards: The Mobile Shop, PC Mobile prepaid cell phone service, and Gift Cards businesses are focused upon delivering convenience and exceptional value to LCL customers. Loblaw Companies Limited is Canada’s largest food distributor and has expanded into certain non-food categories, with operations across the country. LCL concentrates on food retailing with the objective of providing consumers with the best in one-stop shopping for everyday household needs.
PC Financial® and PC Services are important business units within LCL that manage and develop the products and service programs in order to improve the customer experience, maximize value, and provide a platform to enhance customer insights and relationships.
Specialist, Quality and Voice of the Customer ((13-month contract) )
Top Benefits
About the role
Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.
At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.
Why This Job Is Important The Quality Specialist will be comfortable in a fast-paced, ambiguous environment and is comfortable handling large data sets. You are a creative and analytical problem solver with a passion to provide the best in class customer experience. You will work within the COE (Center of Excellence) team and be responsible for driving quality to improve and preserve the highest standards of service, understand performance metrics, perform analysis and deep dives summaries to support the call center partners. The QS should understand the business metrics, build a story which summarizes quality performance, identifies solutions and implement the necessary actions.
What You’ll Do
- Identify agent performance improvement opportunities through contact evaluations, calibrations, data analysis and provide feedback (observations and trends) to Vendors and Learning & Development teams.
- Produce weekly, monthly and quarterly analyses and reports on defect trends and root causes, perform data mining and analysis to support programs as well as identify new metrics and opportunities for quality improvements.
- Materialize the Quality team’s vision into actions and projects. Participate in development of robust improvements and training processes.
- Drive projects on automation to reduce quality auditing manual efforts and improve processes.
- Consistent review and analysis accompanied by the presentation of data to proactively address issues.
- Sound understanding of processes as it pertains to specific lines of business.
- Positive results which correlate back to outcomes of key accountabilities.
What You Bring
- Strong organizational and analytical skills.
- Strong stakeholder management and communication skills.
- Proven track record of delivering results by working both independently and with relevant stakeholders as appropriate.
- Ability to clearly articulate maintaining company standards during vendor interactions i.e. calibrations.
- Ability to thrive in an ambiguous environment.
Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.
If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
Please Note Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.
#EN
#SS #LEGAL #ON
About President's Choice Financial
At PC Financial® we are focused on making everyday banking and spending more rewarding for every Canadian. We offer products and services in the following segments:
Payment Cards: The ONLY credit and bank accounts that earn you PC Optimum™ points. PC® Mastercard® credit cards offer PC Optimum™ points for every dollar spent. The PC Money™ Account, operated by President’s Choice Bank, works like a bank account and offers PC Optimum™ points on everyday banking and purchases, with no monthly fee.
Insurance: PC® home and auto insurance are offered through PC Financial Insurance Broker Inc. and relationships with several insurance companies.
Telecom and Gift Cards: The Mobile Shop, PC Mobile prepaid cell phone service, and Gift Cards businesses are focused upon delivering convenience and exceptional value to LCL customers. Loblaw Companies Limited is Canada’s largest food distributor and has expanded into certain non-food categories, with operations across the country. LCL concentrates on food retailing with the objective of providing consumers with the best in one-stop shopping for everyday household needs.
PC Financial® and PC Services are important business units within LCL that manage and develop the products and service programs in order to improve the customer experience, maximize value, and provide a platform to enhance customer insights and relationships.