Senior Manager, Quality and Voice of Customer

2 weeks ago

Brampton, Canada President's Choice Financial Full time

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

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.

What You Bring:

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.

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.

  • Analyst, Quality and Voice of The Customer

    4 weeks 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...

  • Senior manager, social media and customer escalations

    4 weeks ago

    Brampton, Canada Loblaw Companies Ltd - Head Office Full time

    Les candidats référés ne doivent pas postuler directement pour ce poste.Toutes les références de candidats doivent d’abord être soumises dans Workday par un collègue de Loblaw actuel. L’utilisation du masculin à pour but d’alléger le texteLorsque vous embauchez des gens formidables, de grandes choses peuvent arriver. PC Finance offre une...

  • Senior manager, social media and customer escalations

    3 weeks ago

    Brampton, Canada Loblaw Companies Ltd - Head Office Full time

    Les candidats référés ne doivent pas postuler directement pour ce poste.Toutes les références de candidats doivent d’abord être soumises dans Workday par un collègue de Loblaw actuel. L’utilisation du masculin à pour but d’alléger le texteLorsque vous embauchez des gens formidables, de grandes choses peuvent arriver. PC Finance offre une...

  • Senior manager, social media and customer escalations

    4 weeks ago

    Brampton, Canada Loblaw Companies Ltd - Head Office Full time

    Les candidats référés ne doivent pas postuler directement pour ce poste.Toutes les références de candidats doivent d’abord être soumises dans Workday par un collègue de Loblaw actuel. L’utilisation du masculin à pour but d’alléger le texteLorsque vous embauchez des gens formidables, de grandes choses peuvent arriver. PC Finance offre une...

  • Senior Quality Engineer

    2 weeks ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFE Savaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities...

  • Senior Quality Engineer

    2 weeks ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFE Savaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities...

  • Senior Quality Engineer

    5 days ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFESavaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities...

  • Senior Quality Engineer

    2 weeks ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFE Savaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities...

  • Senior Quality Engineer

    2 weeks ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFE Savaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities...

  • Senior Quality Engineer

    7 days ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFESavaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities...

  • Senior Quality Engineer

    2 weeks ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFESavaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities...

  • Senior Quality Engineer

    3 days ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFESavaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities...

  • Senior Quality Engineer

    2 weeks ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFE Savaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities...

  • Senior Quality Engineer

    2 weeks ago

    Brampton, Canada Savaria Full time

    BETTER MOBILITY FOR LIFESavaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing facilities...

  • Senior Manager, Data Quality Management

    3 weeks ago

    Brampton, ON, Canada Sun Pharmaceutical Industries Full time

    Taro Pharmaceuticals Inc. is a multinational, specialty pharmaceutical company with a vision of reaching people and touching lives globally as a leading provider of valued medicines. We are dedicated to meeting the needs of our customers and the overall community through the innovation, development, manufacturing and marketing of the highest quality...

  • Senior Quality Engineer

    2 weeks ago

    Brampton, ON, Canada Savaria Full time

    BETTER MOBILITY FOR LIFE Savaria is a global leader in accessibility and patient care products, designing and building wheelchair lifts, stairlifts, elevators for home and commercial applications, medical beds, therapeutic surfaces, ceiling track lifts and patient slings. Savaria employs 2,450 valued associates globally and has 11+ manufacturing...

  • Quality Manager

    4 days ago

    Brampton, Canada Acara Solutions Full time

    Acara Solutions is looking for a Quality Manager our client located in Brampton, ON - The Quality Manager's primary responsibilities include understanding customer expectations and needs, outlining quality standards and maintaining quality control processes. - This capable individual excels at root cause analysis - Collaborate with all departments, take...

  • Quality Manager

    5 days ago

    Brampton, Canada Acara Solutions Full time

    Acara Solutions is looking for a Quality Manager our client located in Brampton, ON - The Quality Manager's primary responsibilities include understanding customer expectations and needs, outlining quality standards and maintaining quality control processes. - This capable individual excels at root cause analysis - Collaborate with all departments, take...

  • Manager, Customer Strategy

    4 weeks ago

    Brampton, Canada Newell Brands Full time

    **Position Title**:Manager, Customer Strategy _38_ Planning - Home _38_ Commercial **Location**:Brampton, ON - hybrid model 3x2 **Reports to**:Sr. Manager, Customer Strategy _38_ Planning The **Manager, Customer Strategy _38_ Planning (CS_38_P) for **Home _38_ Commercial** will work closely with cross functional teams in the development of customer...

  • Finance Manager

    6 days ago

    Brampton, ON, Canada Dearest Home Senior Care Full time

    Caregivers provide a variety of non-medical professional home care services that allow seniors to remain safely in their dearest homes. These services generally fall under five categories: Companionship Care – Engaging in conversation, planning a daily schedule, and caring companionship Home Duties Care – Meal Preparation, Housekeeping, Groceries...