Specialist, Quality & Voice of Customer

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.

Loblaw's purpose of Live Life Well puts first the needs and well-being of all Canadians. As a part of virtually every community across Canada, we are proud to meet these needs and make a difference by providing:

• More than 1000 conveniently located grocery stores, spanning the value spectrum from discount to specialty
• Financial services and rewards through PC Financial payment products and the PC Optimum loyalty program
• Affordable fashion and family apparel from the Joe Fresh brand
• Three of Canada's top consumer brands, including Life Brand, no name and President's Choice.
  
  

The Customer Support Centre of Excellence supports this purpose by delivering great experiences to our customers. Through partnership and collaboration with various lines of business, our colleagues are empowered to further enhance the customer experience with one simple question in mind: how can we help Canadians live life well?

About The Role

We’re seeking a passionate and data-driven Specialist, Quality & Voice of Customer to elevate the customer experience across all contact center channels, such as email, live voice, chat and social media. In this role, you'll partner with internal and external stakeholders to drive continuous improvement in quality and customer satisfaction, ensuring we consistently exceed expectations. You'll be a champion for the customer, leveraging data analysis, performance monitoring, and a deep understanding of quality and branding standards to identify opportunities and implement impactful solutions.

What You'll Do

• 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
  
  

What You'll Need

• 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
  
  

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.