Senior Manager, Training, QA and Voice of the Customer

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong. 

About the Role

We’re looking for a strategic and forward-thinking Senior Manager, Training, QA and Voice of the Customer to elevate how we enable our teams and deliver exceptional customer experiences across our customer support centres.

In this role, you will optimize and transform our learning, quality assurance, and voice of customer (VoC) programs—leveraging data, insights, and AI to drive continuous improvement. You’ll lead a high-performing team and work cross-functionally to ensure every customer interaction reflects a best-in-class, customer-first approach.

What You’ll Do

• Evolve and optimize our training, quality, and VoC strategies to deliver best-in-class customer experiences
• Lead and develop a high-performing team across learning, quality assurance, and customer insights
• Enhance training programs and tools (including LMS and AI-enabled solutions) to improve performance, engagement, and knowledge retention
• Advance quality assurance frameworks to ensure consistent, high-quality customer interactions
• Elevate our Voice of Customer program, turning feedback into actionable insights that drive business and experience improvements
• Leverage data and analytics to identify trends, measure impact, and inform decision-making
• Partner with internal teams and external vendors to optimize performance, alignment, and cost efficiency
• Influence senior stakeholders with insights and recommendations that drive measurable outcomes

What You Bring

• 5+ years of leadership experience in contact centre operations, with exposure to training, quality assurance, and/or voice of customer programs
• Proven success optimizing and evolving programs to improve customer experience and operational performance
• Strong understanding of learning and development principles, LMS platforms, and modern learning technologies
• Analytical mindset with experience using data to drive insights and decisions (e.g., Excel, Tableau)
• Experience with AI-driven solutions in training or performance optimization is an asset
• Excellent communication and stakeholder management skills, with the ability to influence at all levels

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.  
 
Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

Hiring Range / Échelle salariale à l’embauche :

$100,000.00 - $132,000.00 / 100.000,00$ - 132.000,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for a newly created position. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste nouvellement créé. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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