Bilingual Specialist, Call Center

Shoppers Drug Mart Specialty Health Network; Mississauga; On-site; CAD 45,000 - 55,000; Full time

Job summary

A leading health service provider in Mississauga is seeking a Bilingual Specialist for the Call Center. The ideal candidate will ensure quality monitoring, track performance, and provide exceptional customer service. Applicants should be bilingual in English and French with at least one year of call center experience. This full-time role offers a competitive salary and benefits package within a supportive work environment.

Benefits

Competitive salaries

Great benefit package

Purchase discount program

Qualifications

• Minimum 1-year Call Center experience, Healthcare or Reimbursement an asset.
• Minimum 2-year Analyst experience.
• Experience as a Quality Assurance Analyst in a Call Center is an asset.

Responsibilities

• Design and develop the quality monitoring process.
• Track performance of individual and teams using a data-centric approach.
• Generate daily, weekly and monthly reports to monitor performance.

Skills

Bilingual (English and French)

Analytical and detailed oriented

Excellent communication skills

Excellent organizational and time management skills

Service oriented

Education

University experience

Tools

MS Office (Excel, Word)

Job description

Overview

Join to apply for the Bilingual Specialist, Call Center role at Shoppers Drug Mart Specialty Health Network.

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?

Specialist Call Center

Location: Mississauga, ON

Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount.

Responsibilities

• Design and develop the quality monitoring process, implement, track and measure progress to ensure program effectiveness
• Track performance of individual and teams using a data centric approach
• Develop quality and call monitoring score cards
• Generate daily, weekly and monthly reports to monitor performance and quality measures
• Provide data insights, opportunities / gaps with recommended improvement plans and strategies
• Responsible for providing quality improvement strategies on a regular basis as directed
• Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met
• Results driven - must meet or exceed establish performance metrics
• Conduct regular documentation and call screening audits to ensure quality service and best practices are meet
• Review and evaluate Voice Analytics output and Call Recordings to make assessments and score the interaction based on a pre-determined methodology
• Collaborate with Manager on continual enhancement of training curriculums and performance measurement tools
• Works with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service
• Actively participates in team meetings and coaching as required
• Manage internal employee quality audits
• Monitor and generate reporting as required by the department leaders
• Document all coaching activities as required according to SHN policies and procedures
• Conducts investigations of records and case audits as required
• Coordinate coaching and department meetings
• Actively support team with data to drive improvements with department overall performance
• Respects patient confidentiality, advocates for patients / families
• Demonstrates a commitment to continuous quality improvement
• Other responsibilities, activities and assignments as required
• Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible upon becoming aware of the event as per current policies and procedures.

Qualifications

• Bilingual (English and French; verbal and written) preferred
• Minimum 1-year Call Center experience, Healthcare or Reimbursement an asset
• Minimum 2-year Analyst experience
• Experience as a Quality Assurance Analyst in a Call Center is an asset
• University experience is an asset
• A team player with the desire to drive productivity and quality standards
• Candidates must be service oriented, self-confident and dependable
• Analytical and detailed orientated
• Excellent organizational and time management skills
• Excellent communication skills, verbal and written
• Ability to analyze and interpret information, data, and regulations
• Ability to work successfully within a fast paced, team-based environment
• Proficient in Windows environment using MS Office (Excel, Word)
• Flexible to work rotating shifts, call center is open Monday – Friday 8am – 8pm EST

Accommodation and Employment Details

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. We comply with applicable laws and uphold our Code of Conduct.

Employment Type: Full time

Type of Role: Regular

Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

Why join us

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.

Seniority level: Entry level

Employment type: Full-time

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