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Specialist, Quality & Voice of Customer

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Loblaw Companies Limited

2mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Data
  • Brampton
  • Quick Apply

AI generated summary

  • You need 3-5 years in call centers, strong analytical skills, ability to influence stakeholders, self-motivation, attention to detail, passion for customer experience, and CRM knowledge.
  • You will monitor KPIs, perform audits, drive agent performance, present reports, refine quality standards, leverage automation, and collaborate with stakeholders on quality initiatives.

Requirements

  • 3-5 years of relevant work experience in a call center environment
  • Strong analytical skills to conduct deep-dive analysis and develop data-driven recommendations
  • Proven ability to influence and interact with stakeholders
  • A highly motivated self-starter with a strong sense of ownership
  • Open to new approaches and eager to develop effective solutions to complex challenges
  • Highly organized with meticulous attention to detail and accuracy
  • Passionate about delivering exceptional customer experiences
  • Proficiency with CRM tools, such as Salesforce, is strongly preferred
  • Experience with automated quality monitoring tools is a plus

Responsibilities

  • Monitor KPI performance across all vendors and channels, collaborating closely with stakeholders to implement targeted improvements in the Quality and Voice of Customer metrics.
  • Maintain quality score accuracy through regular “audit the auditor” processes and calibration exercises to ensure consistent and reliable evaluations.
  • Implement strategies to drive agent performance improvements, with a focus on bottom-quartile management and actional feedback.
  • Perform audits for the internal support team and collaborate with stakeholders to implement improvements based on findings.
  • Prepare and present compelling Quality and Voice of Customer reports (weekly/monthly), highlighting trends, areas for improvement, and performance against agent performance metrics. Develop and execute action plans to address identified gaps.
  • Collaborate with stakeholders to refine quality standards to ensure the effectiveness and alignment of our brand and industry best practices.
  • Identify and champion opportunities to leverage automation and AI to enhance quality assurance processes and improve overall efficiency.
  • Liaise effectively with team members and key partners to ensure alignment and execution of quality initiatives.

FAQs

What is the main focus of the Specialist, Quality & Voice of Customer role?

The main focus of this role is to elevate the customer experience across all contact center channels by driving continuous improvement in quality and customer satisfaction.

What qualifications are required for this position?

The position requires 3-5 years of relevant work experience in a call center environment, strong analytical skills, the ability to influence stakeholders, and proficiency with CRM tools, such as Salesforce.

Is experience with automated quality monitoring tools necessary?

While experience with automated quality monitoring tools is a plus, it is not a strict requirement for the role.

What kind of reports will the Specialist be preparing?

The Specialist will prepare and present Quality and Voice of Customer reports on a weekly and monthly basis, highlighting trends, areas for improvement, and performance against agent performance metrics.

What is the company’s commitment regarding Sustainability and Social Impact?

The company focuses on three pillars: Environment, Sourcing, and Community, demonstrating leadership in sustainability and social impact.

Are there opportunities for career advancement in this role?

Yes, the company offers progressive careers with comprehensive training and development opportunities.

Is a criminal background check required for candidates?

Yes, candidates who are 18 years or older are required to complete a criminal background check as part of the application process.

What does the company value in its culture?

The company’s CORE Values are Care, Ownership, Respect, and Excellence, which guide decision-making and contribute to a positive work culture.

Can candidates with non-traditional backgrounds apply?

Yes, candidates are encouraged to apply even if they do not meet every requirement, as diverse experiences and perspectives are valued.

What accommodations are available for candidates with disabilities?

The company is committed to creating accessible environments and encourages candidates to express their accommodation needs at any stage of the application and employment process.

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Loblaw Companies Limited

At Loblaw, we're developing innovative products and solutions. Our focus is on empowering Canadians to Live Life Well.

Retail & Consumer Goods
Industry
10,001+
Employees
1919
Founded Year

Mission & Purpose

Our Purpose – Live Life Well Loblaw Companies Limited is Canada’s food and pharmacy leader, the nation’s largest retailer, and the majority unit holder of Choice Properties Real Estate Investment Trust. Loblaw – and its portfolio of grocery, health and beauty, financial services and apparel businesses – provides Canadians with an unparalleled mix of value, assortment and convenience, and offers Canadians two of the country’s most recognized brands – President’s Choice and no name. The acquisition of Shoppers Drug Mart, along with the powerful Life Brand and Optimum brand, has only served to reinforce our leadership position in the marketplace. As well, our PC Plus program, omni-channel efforts and multicultural merchandising offerings continued to be points of differentiation for our customer experience. In 2019, Loblaw has been recognized as one of Canada’s Top 100 Employers, Best Diversity Employers by Mediacorp Canada Inc.

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