Loblaw Companies Limited
Senior Manager, QA and Customer Insights
Job Description
Join as a Senior Manager focused on Training, QA, and Voice of the Customer. Lead initiatives to enhance learning and quality assurance while revolutionizing customer experiences.
In this vital leadership role, you will bring a proven track record in contact center operations, with a focus on program evolution and performance optimization. Collaborate with diverse teams to implement effective training solutions and quality assurance frameworks that generate quantifiable customer satisfaction improvements.
Key Responsibilities:
• Enhance training programs for optimal team performance
• Build and manage a high-performing QA team
• Elevate the Voice of Customer program with insights
• Utilize data to identify trends and drive decisions
• Collaborate with vendors for performance optimization
Requirements:
• 5+ years of leadership in contact center settings
• Proven experience in optimizing QA and training programs
• Knowledge of LMS platforms and learning i...
In this vital leadership role, you will bring a proven track record in contact center operations, with a focus on program evolution and performance optimization. Collaborate with diverse teams to implement effective training solutions and quality assurance frameworks that generate quantifiable customer satisfaction improvements.
Key Responsibilities:
• Enhance training programs for optimal team performance
• Build and manage a high-performing QA team
• Elevate the Voice of Customer program with insights
• Utilize data to identify trends and drive decisions
• Collaborate with vendors for performance optimization
Requirements:
• 5+ years of leadership in contact center settings
• Proven experience in optimizing QA and training programs
• Knowledge of LMS platforms and learning i...