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About the Role

The Quality and Training Specialist role is responsible for developing and maintaining quality standards within operational teams. This includes supporting system requirement development for improvements and process changes, leading user testing, and tracking quality metrics. The role also involves training new hires and existing staff on processes.

Responsibilities

• Preparation and implementation of quality metrics and controls within operational teams.
• Routine monitoring and reporting of quality metrics and controls, providing feedback to management.
• Review and verification of high earning works in preparation for each Distribution.
• Create and maintain content for resource materials and training documentation.
• Create and maintain training schedules, planning and designing training sessions.
• Support and conduct training sessions virtually or in-person.
• Training and quality monitoring of internal staff and external vendors.
• Assist in development of requirements for process and system improvements, ensuring quality controls.
• Liaise with internal stakeholders for troubleshooting and problem-solving.
• Preparation of test cases for quality and user testing.
• Lead system testing for operational teams.

Requirements

• Experience with process quality management and training.
• Previous experience with documentation of processes and training material.
• Customer service/care experience.
• Design thinking skills.
• Advanced Microsoft Office Suite proficiency.
• Previous experience working with vendors is an asset.
• University degree or college degree is an asset.
• Music industry experience is an asset.

Skills

• Business writing skills
• Excellent communication skills
• Adaptability and problem solving
• Customer-centric thinker
• Strong analytical and trouble shooting skills
• Ability to multitask, work under pressure and adapt to change
• Proactive
• Detail oriented
• Team player
• Self-motivated

Location

• Toronto, ON
• Montreal, ON

Work Type

• Contract
• Full-Time
• Hybrid

Salary/Compensations

• $61,200 - $76,500

Benefits

• 35-hour workweek schedule
• Possible flexible work options (e.g., 4-day work week)
• Access to SOCAN fitness facility
• Inclusive and collaborative working environment

About the Company

• SOCAN is a not-for-profit copyright collective dedicated to ensuring music creators and publishers receive what they have rightfully earned for the use of their work.
• SOCAN supports and represents nearly 200,000 songwriters, composers, and music publishers.
• Through licensing, global royalty collection and advocacy, SOCAN helps creators to keep making the music that entertains, moves, and inspires us.

Equal Opportunity

• SOCAN is committed to providing an inclusive workplace environment that meets the accessibility needs of employees with disabilities.
• SOCAN is an Equal Opportunity Employer.
• Hiring and other employment decisions at SOCAN are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance.
• We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.