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

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 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.
• -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. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et/ou mental. Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à ohr@motorolasolutions.com.