Quality Specialist

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.

Job Description

Reporting to a Technical Support Team Lead or Manager, Service Quality Specialist will assist the teams within the Customer Support department in delivering the best possible customer experience! The Service Quality Specialist will liaise with the Customer Support teams in order to establish, create and maintain quality standards for customer interactions. Along with performing quality checks, this role is responsible for designing and maintaining the quality monitoring system. Change is the only constant in our fast growing and fun company! Embracing that change and implementing innovative improvements of your own will cement your success. If you are passionate about Quality outcomes and love to challenge yourself, enjoy embracing and leading change from the front, and want to be part of a fast-paced challenging environment, this opportunity is for YOU!

About the Position
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 an IT environment with a Bachelor’s Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field 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 with team members with minimal supervision. Agile, resourceful learner with strong attention to detail.
• Demonstrates a continuous learning mindset to absorb the ever-evolving processes.

Responsibilities may also include

• Occasional weekend on-call rotation (Friday to Sunday).
• Flexible working hours and shifts.

This position is a remote position and candidates can be located anywhere in Canada.

Salary range: $55,000 to $65,000 CAD per year.

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Basic Requirements

• 3-4 years of relevant experience in an IT environment with a Bachelor’s Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field.
• -OR- 6-7 years of relevant experience, additional prior vocational or technical education.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request. Motorola Solutions souscrit aux principes d’équité en matière d’emploi. Nous accueillons favorablement la diversité au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicapés.