Temp Quality & Training Specialist

Were Hiring!Temp Quality & Training SpecialistToronto/Montreal TYPE: Contract Full-TimePAYBAND RANGE: $61200 - $76500 REASON FOR HIRING: New Role WORK MODEL: HybridLANGUAGE: English French is an assetWHO WE ARESOCAN 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 200000 songwriters composers and music publishers. Through licensing global royalty collection and advocacy we help creators to keep making the music that entertains moves and inspires COMMITMENT TO DIVERSITY EQUITY INCLUSION AND ANTI-RACISMSOCAN thrives with a variety of viewpoints identities and backgrounds and we are committed to anti-racism. Everyone is welcome to apply for our wide range of roles regardless of gender identity gender expression ethnicity race age culture sexual orientation religious belief or physical ability. Learn more about SOCANs commitment to Inclusion & WORK WITH USMake a difference by supporting and collaborating with a vibrant and creative communityEnjoy many options for workplace flexibility and work-life balanceGet involved in the rapidly changing creative spaceAdvocate for and empower the creative communityTogether well help music creators earn more income and make a livingWHAT WE OFFER35-hour workweek schedule(possible flexible work options i.e. 4-day work week (position based)Access to SOCAN fitness facility Inclusive and collaborative working environmentABOUT THE ROLEThe role of Quality and Training Specialist is responsible for developing and maintaining quality standards throughout operational teams. Part of this role will be to support developing system requirements for improvements and process changes that include quality controls. They will be expected to take the lead in user testing of system changes and improvements. The Quality and Training Specialist will also track and provide feedback regarding quality metrics to Team Leads and Process Stream Managers within the operational teams in Royalty Operations Royalty Collections and Royalty Services teams. Training and onboarding of new hires as well as training staff on existing and new processes will also be under the purview of this role. The knowledge of English is required for this position as the position requires to interact on a constant and regular basis with English-speaking members/clientWHAT YOULL DO / KEY RESPONSIBILITIESPreparation and implementation quality metrics and controls within the operational teamsRoutine monitoring and reporting of quality metrics and controls within the operational processes and providing feedback on those (progress potential areas of improvement) to Team Leads and Process Stream Managers across departmentsReview and verification of high earning works in preparation of each Distribution (Domestic & Foreign)Create and maintain content for resource materials and training documentation including supporting materials such as Standard Operational Procedural documents. Create and maintain training schedules including planning and designing training sessions for both virtual and in-person training as requiredSupport and conduct Training sessions virtually or in-person as needed Training and quality monitoring of both internal staff and external vendors supporting the operational processesAssist in development of requirements on process and system improvements/changes including ensuring quality controls are in place in processesLiaise with internal stakeholders as needed for any troubleshooting or problem solving within specific teamsPreparation of test cases for quality and user testingLead system testing for operational teamsOther duties as requiredWHAT YOU WILL BRING / QUALIFICATIONS & EXPERIENCEExperience with process quality management and trainingPrevious experience with documentation of processes and training materialCustomer service / care experienceDesign thinking skillsAdvanced Microsoft Office SuitePrevious experience working with vendors is an assetUniversity degree or college degree is an assetMusic industry experience is an assetCOMPETENCIESBusiness writing skillsExcellent communication skillsAdaptability and problem solvingCustomer-centric thinkerStrong analytical and trouble shooting skillsAbility to multitask work under pressure and adapt to changeProactive Customer-centric thinkerDetail orientedTeam playerSelf-motivatedACCESSIBILITY & ACCOMMODATIONSOCAN is committed to providing an inclusive workplace environment that meets the accessibility needs of employees with disabilities. Should you require accommodations please contact us directly at and we will make the necessary accommodations. Applications submitted to this email address will not be EMPLOYMENT OPPORTUNITYSOCAN 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 you dont see yourself fully reflected in every job requirement listed on the posting above we still encourage you to reach out and apply. Research has shown underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable inclusive and diverse company and we strongly encourage applicants of all genders ages ethnicities cultures abilities sexual orientations and life experiences to applyHOW TO APPLYIf youre interested in joining us wed love to hear from you: Thank you for your interest in our company; we will be in touch with those candidates we wish to learn more about SOCAN go to . You can also follow us on LinkedIn Twitter Instagram and Facebook (@SOCANmusic/@SOCANmusique).