SOC Training and Quality Assurance Coordinator

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Summary Description

The SOC Training and Quality Assurance Coordinator is essential to the Client Security Operations Center (SOC), ensuring the team maintains the knowledge, skills, and consistent high performance needed for top-tier security and operational effectiveness. This role encompasses developing and delivering training, implementing quality assurance measures, and driving continuous improvement, while also maintaining operational proficiency as a SOC Supervisor, including regular shifts in that capacity. The coordinator ensures training aligns with procedures, the team is prepared for any event, and systems/tools are used effectively.

Essential Duties/Responsibilities

• Oversees the development, implementation, and evaluation of training programs and quality assurance processes for the Client Security Operations Center (SOC). The SOC Training and Quality Assurance Coordinator will be available for immediate consultation and informal information sharing with the SOC team and other relevant stakeholders regarding both training and quality matters.
• Owns the production of the monthly Training and Quality Assurance Report, including metrics on completed onboardings, refresher programs, identified training gaps, quality assurance assessments, and performance trends.
• Attends meetings involving the SOC, and other Client meetings as appropriate for SOC representation, regarding both training and quality assurance initiatives.
• Gathers data and metrics for presentations and reports. Any reporting from SOC personnel related to training or quality assurance will be reviewed by the SOC Training and Quality Assurance Coordinator for completeness, quality assurance, and proofreading.
• Oversees the management of the training program and quality assurance deliverables, including but not limited to, needs assessments, curriculum development, training materials, evaluation tools, feedback mechanisms, performance metrics, and quality standards.
• Completes program plans, training modules, quality assurance checklists, and gap analyses for SOC training and quality.
• Reports weekly training and quality assurance activities and progress to the Client POC.
• Manages inventory of training materials and resources issued to SOC Personnel.
• Works alongside the SOC operations team to cover incidents, as needed, and may be required to perform SOC duties during emergencies, including fulfilling the role of SOC Supervisor for at least one eight-hour shift per month to maintain proficiency.
• Leads the SOP change management process, including collecting feedback on existing SOPs, proposing procedural changes as needed, and ensuring all relevant training materials are updated and aligned with approved SOP changes within seven (7) days of approval.
• Develops scenario-based drills covering both routine SOC procedures and low-frequency, high-impact events. Establishes and manages a mandatory drill schedule to ensure proficiency and preparedness across the SOC team.
• Works closely with system/tool teams to prepare for the release of new features and to optimize the usage of existing system capabilities within the SOC. Develops training materials and job aids specific to the SOC's usage of the system/tool.

Minimum Requirements

• A bachelor's degree in education, business, or a related field
• 2+ years of experience in training coordination, instructional design, or employee development
• Previous experience working in a Global Security Operations Center environment
• Strong organizational and time management skills
• Excellent Verbal and written communication abilities
• Proficiency with Google suite and learning management systems (LMS)
• Ability to assess training needs and develop relevant programs

Preferred Requirements

• Bachelor's degree in education, human resources, business, or a related field
• 5+ years of experience in training coordination, instructional design, or employee development
• Previous experience working in a Global Security Operations Center environment
• Familiarity with e-learning platforms and digital training tools.
• Experience in project management and training program implementation
• Certification in training and development (e.g. CPTD, ATD)
• Strong analytical skills for measuring training effectiveness
• Ability to collaborate with cross-functional teams and leadership

Work Environment & Physical/Mental Demands:

With or without reasonable accommodation, this job requires the physical and mental capacity to effectively perform all essential functions. In addition to other demands, the demands of the job include:

• Must undergo and meet company standards for background and reference checks, and drug tests if required
• Exposure to sensitive and confidential information
• Regular computer usage
• Ability to handle multiple tasks concurrently
• Manual dexterity required for occasional reaching and lifting of small objects and operating office equipment
• Occasional reaching with hands and arms, stooping, kneeling, crouching and/or crawling
• Must be flexible with the ability to work evenings, odd hours, and weekends with little notice
• Frequent sitting and/or standing

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.

• Tempe, AZ, USA