Specialist, Quality & Voice of the Customer

Loblaw Companies Limited•Brampton, ON

1d•CA$60,000 - CA$82,500

About The Position

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.

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

Nice To Haves

Proficiency with CRM tools, such as Salesforce, is strongly preferred
Experience with automated quality monitoring tools is a plus

Responsibilities

Identify and champion opportunities to leverage automation and AI to enhance quality assurance processes and improve overall efficiency.
Utilize speech-to-text analytics to uncover customer and agent insights, identify emerging performance trends, and drive continuous quality and operational improvements.
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.
Liaise effectively with team members and key partners to ensure alignment and execution of quality initiatives