Senior Manager, Learning, Quality & Enablement
$105,000–$130,000 year
HybridToronto, Ontario, Canada
Job Summary
Lead the design, delivery, and continuous improvement of learning programs and service quality initiatives across Questrade's Sales & Service department. Conduct needs assessments to identify training gaps and develop engaging learning programs leveraging AI-enabled tools. Review contact patterns, escalation trends, and quality data to identify root causes of client friction, then translate findings into targeted training refreshers and process clarifications. Develop coaching frameworks for leaders to track coaching impact on team performance and client experience. Collaborate with stakeholders to establish KPIs, audit operational quality benchmarks, and refine service quality monitoring programs. Use data analytics to measure program effectiveness, drive insights, and ensure alignment with business objectives across client services and brokerage operations.
Required Qualifications
- Post-secondary education in Business Administration, Communications, Organizational Change, or a related field
- 7+ years of experience in a contact centre environment
- 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
- Demonstrated ability to identify operational friction and escalation patterns and translate them into targeted training or process improvements
- Experience with learning management systems (LMS), eLearning development tools, and quality monitoring systems
- Hands-on experience with AI-enabled tools
- Analytical mindset with experience using data to drive insights and decisions
- 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
Desired Qualifications
- Familiarity with brokerage or financial services operations
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.