Senior Manager, Learning, Quality & Enablement

Questrade Financial Group•Toronto, ON

1d•CA$105,000 - CA$130,000•Hybrid

About The Position

The 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. This role strategically guides training and service quality efforts for our specialist operations teams-spanning client services and brokerage operations-overseeing program design, delivery, evaluation, and ongoing improvement. This team designs and delivers training for front-facing staff and brokerage operations staff, and equips leaders with the tools, frameworks, and data they need to coach their own teams effectively and demonstrate the measurable impact of that coaching. The role also leverages contact and escalation data to identify recurring friction points and builds targeted training to address them. The Senior Manager leads a team of trainers, collaborates across departments, and fosters a culture of continuous learning and service excellence-leveraging modern tools including AI to improve how programs are designed, delivered, and measured.

Requirements

Completed post-secondary education in Business Administration, Communications, Organizational Change, or a 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.
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, 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.
A 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.

Nice To Haves

Familiarity with brokerage or financial services operations.

Responsibilities

Developing and implementing a comprehensive learning and development strategy aligned with Sales and Service goals, supporting specialist operations teams across client services and brokerage operations.
Conducting needs assessments to identify gaps in training programs and areas for improvement.
Designing, developing, and delivering engaging learning programs using a variety of delivery methods, leveraging technology and AI-enabled tools to maximize learner engagement and knowledge retention.
Collaborating with stakeholders to develop KPIs and evaluate the effectiveness of learning programs, measuring impact on employee performance, customer satisfaction, and business outcomes.
Developing and delivering coaching programs and resources that equip leaders with the skills, tools, and language to coach their teams effectively.
Creating frameworks that help leaders track and demonstrate the impact of coaching on team performance, client experience, and business outcomes.
Partnering with leaders and managers to understand their needs and align solutions with business objectives.
Fostering a culture of continuous learning, feedback, and improvement across teams.
Reviewing contact patterns, escalation trends, and quality data to identify root causes of client friction and recurring service gaps.
Translating findings into targeted training refreshers, process clarifications, and knowledge updates to close identified gaps.
Identifying recurring issues that may require process or policy changes and collaborate with the appropriate teams to resolve them.
Refining and optimize the service quality program to ensure consistent, excellent client experiences across all channels and specialist teams.
Identifying operational quality benchmarks and conduct audits to ensure adherence to procedures.
Implementing service quality monitoring and coaching programs to drive continuous improvement and adherence to quality standards.
Leveraging technology to scale the service quality program and enhance its delivery.
Collaborating with stakeholders to launch new initiatives, ensuring quality, consistency, and impact.
Building strong relationships with stakeholders and communicate effectively to ensure buy-in and support for initiatives.
Using data and analytics to track program effectiveness, measure impact, and share findings with key stakeholders.
Partnering with internal teams and external vendors to optimize performance, alignment, and cost efficiency.