Full-Time
Quality & Development Lead
Confirmed live in the last 24 hours
Autotrader.ca
1,001-5,000 employees
Digital solutions for used car dealers
Mid, Senior
Greater Toronto Area, ON, Canada
- 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 aimed at helping dealers improve their online presence and streamline operations. Unlike many competitors, Trader.ca emphasizes simplicity in its offerings, encouraging dealers to focus on sales without being overwhelmed by complex tools. The company operates on a subscription-based model, allowing dealers to access various services for a recurring fee, while also generating revenue through advertising and premium listings on its marketplace, autoTRADER.ca. Trader.ca's goal is to support car dealers in increasing their sales and managing their inventory effectively, backed by strong customer service and educational resources.
Company Stage
N/A
Total Funding
N/A
Headquarters
Toronto, Canada
Founded
1975
Simplify's Take
What believers are saying
- Trader.ca's acquisition of Collateral Management Solutions expands their service offerings, potentially increasing their market share and revenue streams.
- The company's strong focus on customer support, including resources like videos and webinars, ensures dealers can maximize the platform's benefits, leading to higher customer satisfaction and retention.
- The potential sale by Thoma Bravo could bring in new investment and strategic direction, further accelerating growth and innovation.
What critics are saying
- The highly competitive nature of the digital automotive marketplace means Trader.ca must continuously innovate to maintain its edge.
- Dependence on a subscription-based model could be risky if dealers find more cost-effective alternatives.
What makes Autotrader.ca unique
- Trader.ca offers a comprehensive suite of digital solutions specifically tailored for car dealers, unlike competitors who may offer more generalized tools.
- Their subscription-based model ensures a steady revenue stream and allows for continuous platform improvements, setting them apart from competitors relying on one-time sales.
- The emphasis on simplicity and effectiveness, encapsulated in their motto 'Keep It Simple. Measure What Matters,' makes their platform user-friendly and highly efficient for dealers.