Job Description

We’re Hiring!
Temp Quality & Training Specialist
Toronto/Montreal ON
www.socan.com

POSITION TYPE: Contract, Full-Time
PAYBAND RANGE: $61,200 - $76,500
REASON FOR HIRING: New Role
WORK MODEL: Hybrid
LANGUAGE: English, French is an asset

WHO WE ARE
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, we help creators to keep making the music that entertains, moves, and inspires us.
OUR COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, AND ANTI-RACISM
SOCAN 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 SOCAN’s commitment to Inclusion & Anti-Racism.
WHY WORK WITH US?
• Make a difference by supporting and collaborating with a vibrant and creative community
• Enjoy many options for workplace flexibility and work-life balance
• Get involved in the rapidly changing creative space
• Advocate for and empower the creative community
• Together, we’ll help music creators earn more income and make a living

WHAT WE OFFER
• 35-hour workweek schedule (possible flexible work options i.e., 4-day work week (position based)
• Access to SOCAN fitness facility
• Inclusive and collaborative working environment

ABOUT THE ROLE
The 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/client

WHAT YOU’LL DO / KEY RESPONSIBILITIES
• Preparation and implementation quality metrics and controls within the operational teams
• Routine 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 departments
• Review 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 required
• Support and conduct Training sessions virtually or in-person as needed
• Training and quality monitoring of both internal staff and external vendors supporting the operational processes
• Assist in development of requirements on process and system improvements/changes, including ensuring quality controls are in place in processes
• Liaise with internal stakeholders as needed for any troubleshooting or problem solving within specific teams
• Preparation of test cases for quality and user testing
• Lead system testing for operational teams
• Other duties as required

WHAT YOU WILL BRING / QUALIFICATIONS & EXPERIENCE
• 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
• Previous experience working with vendors is an asset
• University degree or college degree is an asset
• Music industry experience is an asset

COMPETENCIES
• 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
• Customer-centric thinker
• Detail oriented
• Team player
• Self-motivated

ACCESSIBILITY & ACCOMMODATION
SOCAN 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 hr@socan.com and we will make the necessary accommodations. Applications submitted to this email address will not be accepted.

EQUAL EMPLOYMENT OPPORTUNITY
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.

If you don’t 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 apply

HOW TO APPLY
If you’re interested in joining us, we’d love to hear from you: http://www.socan.com/careers/
Thank you for your interest in our company; we will be in touch with those candidates we wish to interview.

To learn more about SOCAN, go to www.socan.com. You can also follow us on LinkedIn, Twitter, Instagram, and Facebook (@SOCANmusic/@SOCANmusique).