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Support - Training and Quality Assurance Coordinator

2 months ago

Ottawa, Canada Solink Full time

**Support - Training and Quality Assurance Coordinator**

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

**_
A bit about the role _**

**WHO YOU ARE**:

- You have STRONG experience in customer service, technical support, or working for a help desk.
- You're a true 'people' person - you are determined to help them solve problems.
- You have experience facilitating training groups.
- You have experience in developing training programs.
- You have experience in conducting compliance audits.
- You have the ability to identify knowledge gaps in the team and recommend training needs.
- You have considerable experience developing evaluation metrics.
- You have an ability to manage multiple tasks and responsibilities at once.
- You are able to work with individuals to bring out their best skill sets, in order for a team to be successful.
- You are able to think differently - new processes, ideas and ways of working in order to level the team up.
- You have the ability to observe, analyze and give constructive feedback.
- You embody the spirit of excellence through team building, leadership and communication.
- You have strong analytical and organizational skills.
- Experience with e-learning/LMS tools is an asset.
- Previous experience executing training in a hybrid work model would be considered an asset.

**SECURITY REQUIREMENTS**:

- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
- Be willing to comply with Solink’s own security policies and standards.

**WHAT WILL YOU DO?**
- Design, Implement and monitor quality assurance formats and standards.
- Monitor team performance, on all platforms, according to the established quality assurance criteria.
- Assist in developing and implementing quality assurance guidelines to ensure 100% CSat.
- Manage the maintenance of quality assurance records for the support team and communication updates within the Team.
- Evaluate and provide coaching and performance feedback for customer support representatives based on performance evaluation, quality assurance, and measurements of KPIs.
- Coordinate call calibrations with Team Leads for call evaluation to ensure consistency in the process.
- Identify learning opportunities for the internal support team.
- Contribute to the creation and execution of training plans for new team members and select and determine the appropriate training method for each individual or group.
- Conduct training for the internal support team to ensure continued productivity and customer satisfaction.
- Coordinate training events (scheduling attendees, scheduling the training room).
- Maintain and publish training schedules.
- Create, manage and update training decks and curriculum.
- Design, prepare and assign resource articles to the support team for review and learning.
- Build & develop strong interpersonal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values of Solink.
- Support Performance Management Systems in order to enhance Solink’s people performance.
- Assist in ensuring team and individuals are meeting organizational and team KPIs.
- Assist with team members’ performance reviews & comments.

**WHAT IS SOLINK?**

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience What an exciting adventure ahead - and our Solinkians make the greatest travel companions

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We’re looking for people who are driven by curiosity, hungry to innovate and striving to make an impact.

**WHY WORK AT SOLINK?**

Working with us means you’ll be working for a company that values your input and allows you to bring your ideas to life. We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun

All that - PLUS we offer..
- Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work life balance);
- Opportunities

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