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?

At Shoppers Specialty Health Network, we seek great people to continually strengthen our culture.  We believe great people model our values, are authentic, build trust and make connections. If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.  

Job Overview:  

The “Learning and Performance Specialist” role is an exciting opportunity to work with the Learning and Development team at Specialty Health Network. This multifaceted role involves quality call monitoring, evaluation, reporting, analytics, content development, coaching and facilitation. 

Call Evaluation and Reporting 

Analyze, score, and evaluate recorded and/or live calls and files using quality monitoring scorecard within set timelines in compliance with policies, procedures, and all applicable governing legislation 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 Facilitate and coordinate calibration sessions with internal stakeholders to maintain alignment on program best practices  Participate in the design and development of quality assessment tools to sustain program excellence and reinforce our customer service pillars Prepare reports, dashboards and presentations that bring quantitative and qualitative data and insights on individual performance and continuous improvement to meet and exceed KPIs Conduct a thorough analysis of monthly call quality results. Using analytical skills and extensive knowledge of programs, provide recommendations, trends, and gaps to help propose solutions for improving the performance of individual staff and programs Identify opportunities for continuous improvement on processes and procedures that impact the patient journey Demonstrate a strong understanding of Patient Support Programs and market access to recommend strategies that ensure the highest level of quality is achieved while supporting patients in a timely manner 

Coach and Facilitate 

Deliver one-on-one and group coaching sessions with staff  Facilitate in-person and virtual training to new hires, existing employees, on systems and tools (Salesforce), processes, programs, and technical training to various levels at the organization Collaborate with people leaders and partners to support the development of staff knowledge, skills, and capabilities through the delivery of individual and group coaching and training plans Demonstrate, maintain, and convey in depth expertise on business processes, patient support programs, reimbursement navigation and program workflows 

Design and Develop 

Collaborate with internal clients and the L&D team to identify training priorities and determine curriculum design, course content, and delivery methodology Design training outlines and collaborate on appropriate instructional methods Develop and maintain training assets, including training handbooks, demonstration models, multimedia visual aids and reference documents Assist in analyzing and assessing training and development needs for individuals and teams Attend team meetings, initiative training, and other project meetings as assigned 

Administration

Manage virtual and in-person classroom setup, facilities logistics, material reproduction and distribution. Ensure rooms are booked and prepared Schedule monitor and report on participants attendance Work with business operations to support training initiatives, programs, and reports 

Evaluation of Training, Quality and Performance 

Apply assessment tools to evaluate quality metrics, training, coaching and performance deliverables against objectives/KPI's, to measure effectiveness and to ensure continuous improvement Prepare and present recommendations for training and performance development based on assessments, data, and survey results 

Other Duties  

The Learning and Performance Specialist, Learning & Development will also carry out other duties and projects as required

Qualifications and Skills 

Post-secondary degree/diploma in adult education/quality management or related field or equivalent industry experience  Experience with Office 365 Suite of applications  Knowledge and experience with quality in a call center environment an asset Knowledge of Quality Assurance (GMP/GVP) an asset  Experience facilitating calibration and coaching sessions  Ability to work independently with keen attention to detail combined with a high degree of professionalism Experience with data mining, preparing reports, presenting information to stakeholders Knowledge of patient support programs and reimbursement navigation an asset Excellent interpersonal, presentation, problem solving, decision-making, and listening skills  Superior oral and written communication, analytical and time management skills A strong team player with the ability to engage with all levels of stakeholders Previous Salesforce experience an asset Lean Six Sigma certification an asset 

Why work at Shoppers Drug Mart?

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.

How You’ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture.  We believe great people model our values, are authentic, build trust and make connections. 

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today. 

Employment Type:

Full time

Type of Role:

Regular

Shoppers Drug Mart Inc. 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 with disabilities in the recruitment and assessment process and when hired.

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.

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