Specialist, Call Center

Lieu:

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

Chez Shoppers Drug Mart/Pharmaprix, nous innovons en matière de santé et de bien-être au Canada. Des ordonnances aux cliniques sans rendez-vous, en passant par un programme de fidélisation des plus appréciés, nous prenons soin de nos clients et les soutenons grâce à des nouvelles approches tous les jours.

Avec plus de 1 300 magasins détenus et exploités localement d’un océan à l’autre, le réseau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable.  Nous sommes déterminés à bâtir une équipe talentueuse prônant la collaboration, la générosité et l'inclusion. Joignez-vous à notre équipe et contribuez à créer un avenir sain pour votre carrière et pour tous les Canadiens.

Pourquoi ce role est-il important?

Basic function

The Quality Standards and Assurance Specialist is accountable for defining, maintaining and assuring the quality standards against which patient and stakeholder interactions are evaluated, and for converting quality findings into measurable improvement across programs.

The Specialist owns the evaluation criteria, scoring methodology and documentation standards used across Patient Support Programs, and assures the integrity of quality results however they are produced — through manual review, automated evaluation, voice analytics, or any combination of these. Where automated or assisted monitoring is in use, the Specialist is responsible for calibration, validation, oversight of results and adjudication of disputed findings, so that quality outcomes remain defensible to leadership, clients and auditors.

The Specialist performs expert review of complex, sensitive and escalated interactions, identifies quality and compliance gaps, trends and root causes, and works with Operations, Training, Program Management and Compliance to design and verify corrective action. The role supports coaching, New Hire Readiness and training through evidence-based quality insight, and maintains the records and reporting that support operational oversight and audit readiness.

As the position involves access to highly sensitive patient and business information, the incumbent is expected to demonstrate professionalism, sound judgment, discretion and diplomacy, and to maintain patient confidentiality and privacy in accordance with SDM Specialty Health Network policies, procedures and applicable requirements.

What you will do

Quality standards and scoring design

• Own the quality evaluation criteria, scoring methodology, weightings, mandatory elements and documentation standards applied across programs.
• Translate program requirements, approved scripts, SOPs and work instructions into clear, testable evaluation criteria that can be applied consistently by a reviewer or an automated system.
• Review new and revised program requirements, scripts, SOPs and training materials from a quality perspective, and identify where requirements or expectations need clarification or standardization.
• Maintain version control and change history for quality standards, so that any result can be traced to the criteria in force at the time.

Evaluation and assurance of quality results

• Evaluate patient and stakeholder interactions and associated documentation against established program requirements, approved scripts, SOPs and work instructions, quality standards and applicable compliance requirements.
• Conduct expert review of complex, sensitive, disputed and escalated interactions, including those an automated system flags but cannot resolve.
• Where automated, assisted or analytics-based monitoring is in use: calibrate it against the approved standard, validate its outputs through structured sampling, monitor for drift or systematic error, and adjudicate disputed scores.
• Ensure quality results are defensible — that the method, criteria, calibration and rationale behind a score can be explained to leadership, a client or an auditor.
• Lead and participate in calibration sessions to maintain consistency of interpretation across reviewers, programs and systems.
• Conduct targeted quality reviews, documentation audits, case audits and investigations as required.

From findings to measurable improvement

• Analyse quality data across individuals, teams, programs and the organization to identify recurring gaps, emerging risks, trends and root causes.
• Move beyond reporting what happened: lead or support root-cause analysis, recommend specific interventions, and verify through subsequent results whether the intervention worked.
• Monitor mandatory-element failures, compliance findings, quality scores, coaching completion and recurring findings, and escalate significant or compliance-related findings through the established process.
• Prepare quality reporting and insight that supports operational and leadership decision-making, with emphasis on what should change rather than on score summaries alone.
• Support implementation and monitoring of quality improvement plans and corrective actions.

Coaching, training and readiness

• Provide clear, objective, evidence-based quality feedback identifying both strong performance and opportunities for improvement.
• Equip Supervisors and Managers with the quality findings, evidence and context required for effective coaching and development.
• Support the quality components of New Hire Readiness, including assessments, readiness criteria, refresher education and identification of knowledge gaps.
• Communicate quality expectations, mandatory requirements, scoring methodology and documentation standards across the organization, and facilitate quality training and workshops.
• Collaborate with Training and Operations on the continual enhancement of curricula, quality resources, assessment tools and performance measurement tools.

Governance, compliance and audit readiness

• Maintain accurate quality records, evidence and reporting to support operational oversight and audit readiness, including records of how evaluation methods were validated.
• Monitor mandatory and documentation requirements, support case and documentation audits, and identify concerns requiring escalation.
• Promote consistent interpretation and application of quality requirements across programs, working with Operations, Training, Program Management and Compliance.

Pharmacovigilance and product complaints

• Identify and report all Adverse Events and Product Technical Complaints immediately, or as soon as possible upon becoming aware of the event, in accordance with current policies and procedures.
• Identify potential AE/PTC reporting gaps during quality monitoring and escalate findings in accordance with established procedures.

What you bring

• Experience in quality, compliance or audit within a regulated healthcare, pharmaceutical or patient support environment.
• Strong analytical capability: comfort working with performance data, identifying patterns across large volumes of information, and distinguishing a real signal from noise.
• Sound judgment on nuance — the ability to assess tone, empathy, patient distress and clinical sensitivity, where a rule-based check is not sufficient.
• The ability to write clear criteria: turning a program requirement into an evaluation standard that different reviewers, and a system, will apply the same way.
• Comfort working with monitoring and analytics tools, and a willingness to validate and challenge their outputs rather than accept them.
• Credibility and diplomacy in delivering findings that are not always welcome, and in holding a standard across teams the role does not manage.
• Meticulous documentation habits and an audit mindset: if it was not recorded, it did not happen.

Pourquoi travailler chez Shoppers Drug Mart?

En agissant à titre de consultant qui soutient les clients internes et les pharmaciens-propriétaires affiliés, vous acquerrez une expérience unique au secteur du commerce du détail tout en travaillant pour une marque nationale primée. Vous bénéficierez du Programme d’achat des employés, d’une rémunération concurrentielle et de possibilités d’apprentissage en ligne par l’intermédiaire de Académie.

Prenez en main votre emploi et trouvez d’autres façons de vous soucier de votre travail, de vos collègues, des clients et des membres de la collectivité.

Comment Réussir:

Chez Shoppers Drug Mart/Pharmaprix, nous recherchons toujours des personnes formidables pour continuellement renforcer notre culture.  Nous croyons que les gens formidables façonnent nos valeurs, sont authentiques, bâtissent la confiance et créent des liens. 

Si cela vous ressemble et que vous êtes ouvert d’esprit, que vous avez une bonne attitude face aux changements et que vous aimez les défis d’un environnement de travail aux détails dynamiques, postulez aujourd’hui.

Type d'emploi:

Temps plein

Type de Rôle:

Poste régulier

Shoppers Drug Mart/Pharmaprix considère que la diversité culturelle du Canada est une source de fierté nationale et un symbole de force. Nous nous sommes donné comme priorité de refléter la diversité croissante du Canada dans les produits que nous vendons, les gens que nous embauchons et notre culture d’entreprise. Des accommodements sont disponibles sur demande pour les postulants et collègues atteints d’un handicap.

En outre, nous croyons que la conformité aux lois consiste à faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.

Remarque : Si vous avez accès à Libre-service de l’employé (ESS) dans Workday, veuillez postuler à cet emploi en utilisant l’application Workday.

Hiring Range / Échelle salariale à l’embauche :

$60,000.00 - $82,500.00 / 60.000,00$ - 82.500,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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