Quality Specialist

4 months ago

Edmonton, Canada Motorola Solutions Full time

**Company Overview**:
At Motorola Solutions, we’re guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

**Aperçu de l’entreprise**

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

**Department Overview**: This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality.
**What will you get to do**:

- Establish, create and maintain quality standards within the Technical Support teams.
- Build, maintain and evolve Quality Checklists to ensure agents continue to provide timely and
meaningful updates to our clients.
- Monitor agents’ interactions (phone/chats) to ensure best handling practices are adhered to.
- Log and present results of the quality checks in to the Technical Support leadership team.
- Meet weekly/monthly interactions (phone/chats) evaluation metrics and lead calibration sessions.
- Prepare and complete reports in order to document and analyze metrics.
- Identify training opportunities and areas for improvement.
- Calibrate quality scores at the team level and provide constructive feedback on areas of improvement to the respective Team Lead and Team Manager.
- Assist in the training and coaching of new and existing employees within Technical Support teams after the initial Onboarding.
- Perform KCS PAR (Process Adherence Review) to ensure the team continues to meet and exceed the targets.
- Assist with identifying and resolving issues related to different workflows and make recommendations for further improvements.
- Assist in the development and evolution of an agent scorecard to track performance, technical skills and customer satisfaction.

**Education / Experience**
- 3-4 years of relevant experience in a customer service environment with a Bachelor's Degree or Diploma/Certificate is considered an asset -OR- 6-7 years of relevant experience, additional prior vocational or technical education will be considered an asset.
- Minimum of 2 years experience working with CRMs.
- Prior contact center experience in a Technical Support environment is considered an asset.
- Experience working in environments using the KCS Methodology is considered an asset.
- Prior experience as a Quality Specialist in a Technical Support environment is considered an asset.
- Excellent analysis and data collecting skills.
- Experience with Salesforce Service Cloud, including reporting and analytics is considered an asset.

**Essential Skills**
- Strong problem solving, organizational and analytical skills with demonstrated ability to present data analysis to different levels of leadership.
- Well developed interpersonal communication (written and oral) skills with the ability to document and explain issues and solutions to the leadership team.
- Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage expectations while maintaining effective communication with all stakeholders.
- A self-starter who can work independently as well as collaborate effectively wit

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