Senior Manager, Learning, Quality & Enablement
$105,000–$130,000 year
On-site · Toronto, Ontario, Canada
Job Summary
Senior Manager, Learning, Quality & Enablement leads the design, delivery, and continuous improvement of learning programs and service quality initiatives across Questrade's Sales & Service department. Oversees program design, delivery, evaluation, and ongoing improvement for frontline and brokerage operations, leveraging AI-enabled tools to maximize learner engagement and measure impact. Leads a team of trainers, collaborates with stakeholders, identifies friction points from contact and escalation data, and translates findings into targeted training and process improvements. Responsible for refining the service quality program to ensure consistent, excellent client experiences across channels, with a focus on data-driven insights and continuous improvement.
Required Qualifications
- Post-secondary education in Business Administration, Communications, Organizational Change, or related field; equivalent experience considered
- 7+ years of experience in a contact centre environment, with at least 5 years in a leadership role.
- Proven track record of designing, developing, and implementing successful learning programs and/or service quality initiatives.
- Experience managing and mentoring teams.
- Strong knowledge of adult learning principles, instructional design, training delivery methods, and quality assurance methodologies.
- Experience with learning management systems (LMS), eLearning development tools, and quality monitoring systems.
- Hands-on experience with AI-enabled tools, or a genuine curiosity and drive to adopt them in a training or quality context.
- Analytical mindset with experience using data to drive insights and decisions (e.g., Power BI, Excel, contact centre reporting tools).
- Excellent communication, interpersonal, and presentation skills.
- Strong project management and prioritization skills.
- Can-do attitude with a genuine interest in finding creative solutions and continuously improving how work gets done.
- Knowledge of customer service principles, best practices, and industry trends.
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