Location: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.

With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important? Specialist Call Center Location: Mississauga, ON Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount,

Basic Function The Call Centre Analyst and Quality Specialist is responsible but not limited to, for providing quality improvement strategies, identifying opportunities and providing a level of administrative support by generating reports; conduct quality audits and supporting other functions as required.

As the position deals with highly sensitive information, the incumbent is expected to act in a diplomatic professional manner, and maintain patient confidentiality, as per SDM Specialty Health Network policy and legal requirements.

What you will do:

• Design and develop the quality monitoring process, implement, track and measure progress to ensure program effectiveness
• Track performance of individual and teams using a data centric approach
• Develop quality and call monitoring score cards
• Generate daily, weekly and monthly reports to monitor performance and quality measures
• Provide data insights, opportunities/gaps with recommended improvement plans and strategies
• Responsible for providing quality improvement strategies on a regular basis as directed
• Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met
• Results driven - must meet or exceed establish performance metrics.
• Conduct regular documentation and call screening audits to ensure quality service and best practices are meet
• Review and evaluate Voice Analytics output and Call Recordings to make assessments and score the interaction based on a pre-determined methodology
• Collaborate with Manager on continual enhancement of training curriculums and performance measurement tools
• Works with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service
• Actively participates in team meetings and coaching as required
• Manage internal employee quality audits
• Monitor and generate reporting as required by the department leaders
• Document all coaching activities as required according to SHN policies and procedures
• Conducts investigations of records and case audits as required
• Coordinate coaching and department meetings
• Actively support team with data to drive improvements with department overall performance
• Respects patient confidentiality, advocates for patients/families
• Demonstrates a commitment to continuous quality improvement
• Other responsibilities, activities and assignments as required
• Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible upon becoming aware of the event as per current policies and procedures.

What you will need:

• Bilingual (English and French; verbal and written) preferred
• Minimum 1-year Call Center experience, Healthcare or Reimbursement an asset
• Minimum 2-year Analyst experience
• Experience as a Quality Assurance Analyst in a Call Center is an asset
• University experience is an asset
• A team player with the desire to drive productivity and quality standards
• Candidates must be service oriented, self-confident and dependable
• Analytical and detailed orientated
• Excellent organizational and time management skills
• Excellent communication skills, verbal and written
• Ability to analyze and interpret information, data, and regulations
• Ability to work successfully within a fast paced, team-based environment
• Proficient in Windows environment using MS Office (Excel, Word)
• Flexible to work rotating shifts, call center is open Monday – Friday 8am – 8pm EST

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 Academy .

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.

Employment Type: Full time

Type of Role: Regular

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. #EN

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