Specialist, Call Center

Location:

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work.  We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is 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.

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 Academy.

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:

Regular

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.

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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