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…