Quality & Development Lead

TRADER Corporation is a trusted Canadian leader in online media, dealer and lender services. The company is comprised of AutoTrader.ca, AutoSync and Dealertrack Canada. AutoTrader.ca (AutoHebdo.net in Quebec) offers the largest inventory of new cars and used cars in Canada, receiving over 25 million monthly visits to its marketplace. With over 3,500 subscribers and counting, AutoSync is the largest and fastest growing dealer and OEM software provider in Canada. The platform's suite of connected automotive software solutions brings advertising, conversion and operational support together, synchronizing the entire retail process. AutoSync's diverse range of offerings includes: vAuto, EasyDeal, xtime, Motoinsight, Activix, TAdvantage and TRFFK. Dealertrack is Canada’s largest automotive financing portal, enhancing efficiency and profitability for all major segments of the automotive, marine, recreational vehicle, motorcycle and powersport retail industries. Over 6.5 million credit applications are submitted via the Dealertrack Canada portal each year. Visit tradercorporation.com to learn more..

Summary of Job

Working closely with the Managers in the Client Operations Center. The Quality and Development lead will be responsible to develop and deliver superior coaching to new and existing employees within the Client Operations teams regarding new and existing products, processes, policies, customer relationship management, call centre systems, troubleshooting, and service quality. The incumbent will also evaluate and administer alternative coaching methods and develop standard training materials using various multi-media formats including self-learning. Additional responsibilities include process management and providing operational assistance when needed.

Key Areas of Responsibility

• Designing and/or redesigning & delivering new hire, new application, and cross operational process development for all teams within the customer support experience.

• The incumbent will work with the COE Management Team to conduct performance gap analysis to identify knowledge/skill enhancement opportunities, and then apply or recommend a sustainable solution tailored to the environment.

• The incumbent will develop and determine measures of growth and development success for the employees. and enhancement training, track & report trainee results, and recommend next steps to the COE Management Team.

• Monitor the client experience through call monitoring, and case handling.

• Develop and/or monitor analytics specifically related to the QA for the customer experience team.

• Use information gathered and develop action and training plans to improve overall customer experience and individual's performance.

• Maintain and update coaching materials, manual aids, and knowledge data base.

• Monitor, evaluate, record and report on coaching activities and program effectiveness, recommending revisions or additions when necessary.

• Participate in internal / external meetings to ensure all documentation related to quality and development programs are best-in-class utilizing industry best practices

•Proactively identify, offer and create specific on-going modular training programs to assist representatives to meet, maintain and improve job skills.

Job Requirements

Education, Experience and Technical skills

Business degree or related experience in the field.

Microsoft office.

3-5yrs Experience in management, coaching and development of individuals and teams.

Required Soft Skills and Competencies

Strong presentation/communication skills in a classroom environment.

Program development skills.

Ability to coach, develop and provide feedback.

Ability to interact effectively with all levels of employees and management.

Excellent oral, written and interpersonal communication skills.

Organizational and time management skills.

Close attention to detail & active listening.

Working Conditions (i.e. office environment, home, travel required (if so, indicate %)

Office Environment

Travel may be required.

What’s in it for you…

-We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best.

Fitness and wellness

-We provide discounts to nation-wide gyms, onsite gyms (when we’re in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.

Benefits from Day 1

-Gym discounts

-Local in-office free gyms

-Employee and Family Assistance program

-Weekly virtual wellness events

-Conferences & training budget

-Regular internal training programs

Financial planning

-Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection.

Competitive salary

-Annual bonus structure

-3% CPP matching