At a Glance
- Tasks: Evaluate and improve quality standards for patient interactions in a dynamic healthcare environment.
- Company: Join Shoppers Drug Mart, a leader in health and wellness innovation across Canada.
- Benefits: Enjoy competitive pay, discounts, and online learning opportunities.
- Other info: Diverse workplace with a commitment to inclusivity and professional growth.
- Why this job: Make a real impact on patient care while developing your career in a supportive team.
- Qualifications: Experience in quality assurance or compliance in healthcare is a plus.
The predicted salary is between 60000 - 82500 $ per year.
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?
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.
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.
- 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.
- From findings to measurable improvement: Analyse quality data across individuals, teams, programs and the organization to identify recurring gaps, emerging risks, trends and root causes.
- Coaching, training and readiness: Provide clear, objective, evidence-based quality feedback identifying both strong performance and opportunities for improvement.
- Governance, compliance and audit readiness: Maintain accurate quality records, evidence and reporting to support operational oversight and audit readiness.
- Pharmacovigilance and product complaints: Identify and report all Adverse Events and Product Technical Complaints immediately, or as soon as possible upon becoming aware of the event, in accordance with current policies and procedures.
What you bring
- Experience in quality, compliance or audit within a regulated healthcare, pharmaceutical or patient support environment.
- Strong analytical capability: comfort working with performance data, identifying patterns across large volumes of information, and distinguishing a real signal from noise.
- Sound judgment on nuance — the ability to assess tone, empathy, patient distress and clinical sensitivity, where a rule-based check is not sufficient.
- The ability to write clear criteria: turning a program requirement into an evaluation standard that different reviewers, and a system, will apply the same way.
- Meticulous documentation habits and an audit mindset: if it was not recorded, it did not happen.
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.
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.
Specialist, Call Center in Mississauga employer: Shoppers Drug Mart Inc.
At Shoppers Drug Mart, we pride ourselves on being an exceptional employer that fosters a culture of collaboration, kindness, and inclusivity. Located in Mississauga, Ontario, our team enjoys competitive pay, a purchase discount program, and extensive online learning opportunities through Academy, all while contributing to the health and wellness of Canadians. Join us to take ownership of your career and make a meaningful impact in a supportive environment that values diversity and personal growth.
