- Develop and execute the quality and voice of customer vision, strategy, and roadmap initiatives.
- Manage and mentor a team of quality analysts, engineers, and specialists, and provide them with the tools, resources, and guidance to perform their duties effectively.
- Establish and monitor quality and customer satisfaction metrics, KPIs, and SLAs for all products and services, and ensure that they are aligned with the business objectives and customer needs.
- Conduct regular quality audits, reviews, and inspections, and identify and resolve any quality issues, defects, or risks.
- Create and maintain quality documentation, policies, procedures, and standards, and ensure compliance with internal and external regulations and best practices.
- Lead and facilitate the voice of customer program, and design and implement methods to collect, analyze, and act on customer feedback, such as surveys, interviews, focus groups, reviews, and social media.
- Communicate and report on the quality and voice of customer performance, insights, and recommendations to the senior management and relevant stakeholders.
- Drive continuous improvement and innovation initiatives and foster a culture of quality and customer-centricity across the organization.
- Provide and communicate analysis and requirement artifacts as required in supporting the Business. Includes use cases, process flows, context diagrams and story maps.
- Proven track record of leading and managing quality and voice of customer programs and delivering results and improvements.
- Proficient in data analysis, statistics, and reporting, and able to use various tools and software, such as Excel, Tableau, etc.
- Excellent communication, presentation, and interpersonal skills, and able to work with cross-functional teams and stakeholders at all levels.
- Building and maintaining strong, long‐lasting customer relationships with internal and external partners
- Customer-oriented, analytical, and problem-solving mindset, and able to handle multiple projects and priorities in a fast-paced environment.
- Able to prioritize multiple needs at once.
- Experience with Salesforce and Medallia is an asset.
Senior Manager, Quality and Voice of Customer - Brampton, Canada - President's Choice Financial
Description
Referred applicants should not apply directly to this role.
All referred applicants must first be submitted through Workday by a current Loblaw Colleague.
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.
In the Customer Support Centre of Excellence (CoE), we strive to provide PC Financial, PC Optimum, Loblaw Digital, Loblaw Retail, and SDM Retail customers with an effortless experience in the moments that matter. We maximize technology, automation, and delivery optimization to improve customer and colleague experiences. We collaborate with technology and products teams to create synergy and deliver value. We are forward-thinking, agile, and collaborative solving sophisticated problems at pace. We run as one team, value diversity and dig deep to always know more.
Why This Role Is Important
We are looking for a Senior Manager, Quality and Voice of Customer, who will be responsible for overseeing the quality assurance, quality control, and customer satisfaction programs for our company. Lead a diverse and high performing team and collaborate with vendors, training, and operation teams to ensure that our products and services meet the highest standards of quality and customer expectations. You will also design and implement strategies to collect, analyze, and act on customer feedback and agent performance, and drive continuous improvement and innovation across the organization.
What You'll Do
What You Bring:
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.