Full-Time
Quality & Development Lead
Posted on 8/15/2024
Autotrader.ca
501-1,000 employees
Digital solutions for used car dealers
Mid, Senior
Greater Toronto Area, ON, Canada
Hybrid position requires in-office presence.
- Business degree or related experience in the field.
- Microsoft office.
- 3-5yrs Experience in management, coaching and development of individuals and teams.
- Strong presentation/communication skills in a classroom environment.
- Program development skills.
- Ability to coach, develop and provide feedback.
- Ability to interact effectively with all levels of employees and management.
- Excellent oral, written and interpersonal communication skills.
- Organizational and time management skills.
- Close attention to detail & active listening.
- Designing and/or redesigning & delivering new hire, new application, and cross operational process development for all teams within the customer support experience.
- The incumbent will work with the COE Management Team to conduct performance gap analysis to identify knowledge/skill enhancement opportunities, and then apply or recommend a sustainable solution tailored to the environment.
- The incumbent will develop and determine measures of growth and development success for the employees and enhancement training, track & report trainee results, and recommend next steps to the COE Management Team.
- Monitor the client experience through call monitoring, and case handling.
- Develop and/or monitor analytics specifically related to the QA for the customer experience team.
- Use information gathered and develop action and training plans to improve overall customer experience and individual's performance.
- Maintain and update coaching materials, manual aids, and knowledge data base.
- Monitor, evaluate, record and report on coaching activities and program effectiveness, recommending revisions or additions when necessary.
- Participate in internal / external meetings to ensure all documentation related to quality and development programs are best-in-class utilizing industry best practices.
- Proactively identify, offer and create specific on-going modular training programs to assist representatives to meet, maintain and improve job skills.
Trader.ca operates in the automotive industry, focusing on the used car market by providing digital solutions for car dealers. Their products include marketplace listings, web solutions, web traffic analytics, inventory management, and conversion tools, all designed to help dealers improve their online presence and streamline operations. Unlike many competitors, Trader.ca emphasizes simplicity and effectiveness, allowing dealers to focus on sales without being overwhelmed by complex tools. Their subscription-based model offers access to various services, while additional revenue comes from advertising and premium listings on their marketplace, autoTRADER.ca. The company's goal is to support car dealers in attracting customers and managing inventory efficiently, ultimately increasing their sales.
Company Stage
Acquired
Total Funding
N/A
Headquarters
Toronto, Canada
Founded
1975
Simplify's Take
What believers are saying
- AI-driven personalization can enhance user experience and increase engagement.
- AR integration allows users to visualize vehicles, improving satisfaction and reducing returns.
- Subscription-based car ownership models align with Trader.ca's service model, offering expansion opportunities.
What critics are saying
- Increased competition from AutoScout24's expanded services pressures Trader.ca to innovate.
- AutoScout24's acquisition may lead to strategic shifts disrupting Trader.ca's operations.
- Potential sale by Thoma Bravo could create uncertainty affecting morale and retention.
What makes Autotrader.ca unique
- Trader.ca offers a comprehensive suite of digital solutions for car dealers.
- The company emphasizes simplicity and effectiveness in its digital tools.
- Trader.ca provides extensive customer service and product support resources.
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Benefits
Employee and Family Assistance Program
Gym Membership
Wellness Program
Conference Attendance Budget
Professional Development Budget
401(k) Company Match
Performance Bonus