Analyst, Quality and Voice of The Customer

2 months ago

Brampton, Canada PC Financial Full time

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

**Location**:
1 Presidents Choice Circle, Brampton, Ontario, L6Y 5S5

When you hire great people, great things can happen.

PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.

Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.

Why this job is important:
The Quality Analyst will be comfortable in a fast-paced, ambiguous environment and is comfortable handling large data sets. Will be a creative and analytical problem solver with a passion to provide the best in class customer experience. You will work within the COE (Center of Excellence) team and be responsible for driving quality to improve and preserve the highest standards of service, understand performance metrics, perform analysis and deep dives summaries to support the call center partners. The QA should understand the business metrics, build a story which summarizes quality performance, identifies solutions and implement the necessary actions.

What You’ll Do:
- Identify agent performance improvement opportunities through contact evaluations, calibrations, data analysis and provide feedback (observations and trends) to Vendors and Learning & Development teams.- Produce weekly, monthly and quarterly analyses and reports on defect trends and root causes, perform data mining and analysis to support programs as well as identify new metrics and opportunities for quality improvements.- Materialize the Quality team’s vision into actions and projects. Participate in development of robust improvements and training processes.- Drive projects on automation to reduce quality auditing manual efforts and improve processes.- Consistent review and analysis accompanied by the presentation of data to proactively address issues.- Sound understanding of processes as it pertains to specific lines of business.- Positive results which correlate back to outcomes of key accountabilities.

What You Bring:
- Strong organizational and analytical skills.- Strong stakeholder management and communication skills.- Proven track record of delivering results by working both independently and with relevant stakeholders as appropriate.- Ability to clearly articulate maintaining company standards during vendor interactions i.e. calibrations.- Ability to thrive in an ambiguous environment.

Number of Openings:
1
- PC Financial 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 and colleagues with disabilities._

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.

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