Pharmacy Enhanced Support Analyst, Quality Performance Job Openings by Shoppers Drug Mart in Toronto

Job Title Pharmacy Enhanced Support Analyst, Quality Performance Job Openings Toronto Shoppers Drug Mart
Pub Date 16 January 2020
Company Shoppers Drug Mart
Location Toronto

Shoppers Drug Mart Vacancies 2020 - Shoppers Drug Mart invites a new worker to fill Pharmacy Enhanced Support Analyst, Quality Performance, that will be placed in Toronto. You will receive a better potential customer along with safer dwell in the future. Joining to this firm makes a people able to meet the objective simpler in addition to support the current dream be realized.

To help this business perspective and mission comes on legitimate Shoppers Drug Mart is usually started on brand-new place as February 2020. Everyone who are considering about filling up this vacant, you need to take a part in this Pharmacy Enhanced Support Analyst, Quality Performance recruitment. If you will be one that can certainly load requirements, you can attempt to learn more information about Pharmacy Enhanced Support Analyst, Quality Performance Job Openings below.

Shoppers Drug Mart Job Vacancies 2020

Pharmacy Enhanced Support Analyst, Quality Performance Job Openings in Toronto


243 Consumers Road, Toronto, Ontario, M2J 4W8

Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.

Why this role is important?

The PES Analyst, Quality Performance is responsible for listening to inbound and outbound calls for all of Pharmacy Enhanced Support and other adjacent businesses, as required. In this role the incumbent will make recommendations and identify training opportunities for Specialists. The incumbent is required to understand a Specialists scope of practice to determine appropriateness of information provided to Customers. The PES Analyst, Quality Performance is also responsible to conduct thorough audits of PES team performance in order to optimize execution of programs, policies and identify opportunities to enhance patient experiences while protecting the Shoppers Drug Mart/Loblaw Companies Limited brand.

What You'll Do:

  • Aid in the design and development of the quality monitoring process, implement, track and measure progress against KPI’s to ensure program effectiveness and that team and individual performance targets are being met
  • Audit and evaluate recorded conversations with Customers to ensure quality service standards are met
  • Responsible to identify and track all practice and service issues related to quality and provide regular feedback to agents and their Team Leaders so that timely action and corrective measures can be taken
  • Conduct regular coaching sessions with Specialists/Team Leads to ensure quality standards are consistently maintained across all teams
  • Develop and facilitate regular training for synergy sessions to share best practices across PES
  • Coordinate and facilitate frequent calibration sessions for Team Leaders to discuss common errors and recommendations
  • Ensure that policies and procedures are adhered to by all Specialists at Pharmacy Enhanced Support
  • Responsible to gather and prepare weekly, bi-weekly, monthly or ad-hoc status reports as required for the PES Management team
  • Respect patient confidentiality, and ensures that any ethical breaches are identified and escalated according to internal policies
  • Demonstrates a commitment to Continuous Quality Improvement to ensure programs and services are functioning at the highest standards and Customers receive the highest level of service
  • Assumes responsibility for personal development
  • Other responsibilities, activities and assignments as directed

What You'll Need:

  • Call quality monitoring experience is an asset
  • Call Centre experience preferred
  • Retail/Community Pharmacy experience is an asset
  • Bilingualism (English & French) is an asset
  • Ability to provide an organized, efficient approach to workload management
  • Possession of excellent skills in assessment, communication, critical thinking and decision making
  • Must be familiar with standard concepts, practices and procedures within the field of Pharmacy
  • Must be able to rely on experience and judgement to plan and accomplish goals
  • Excellent oral and written communication skills
  • Experience working with Shoppers Drug Mart’s HealthWATCH, New HealthWATCH, Kroll Pharmacy Systems is an asset
  • Excellent multi-tasking abilities, analytical skills, and attention to detail
  • Ability to work independently
  • Ability to work effectively in a team environment
  • Ability to work under pressure with tight deadlines
  • Familiarity and proficient use of Microsoft Office- Excel, Word and PowerPoint

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 SDMU.

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:


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.

As one of the leading companies in Canada, Shoppers Drug Mart offers variety of opportunities for employees to grow and make them as future leaders of the professional and disciplined. Shoppers Drug Mart also offers a dynamic work environment in order to encourage employees to give optimally, and at the same time, you are able to work up new experience and knowledge through the company programs.

If You are fascinated to submit an application for Pharmacy Enhanced Support Analyst, Quality Performance Jobs Toronto February 2020 by Shoppers Drug Mart, please prepare requirements files and documents as soon as possible. To apply by online, please click the "Apply" button below. If you still do not satisfy with a hiring job above, you can try to read more jobs list in Toronto region from another company below.

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