Training and Quality Specialist

Skilled Trades Ontario•Mississauga, ON

6d•Onsite

About The Position

The Training and Quality Specialist is responsible for developing and delivering training programs and conducting quality monitoring to support the performance of Contact Centre, Processing, and other frontline operational teams. The role ensures staff are equipped with the knowledge and skills needed to deliver accurate, consistent, and high-quality service. The incumbent designs training materials, facilitates onboarding and ongoing learning, evaluates staff and process adherence through quality reviews, and identifies opportunities for improvement. Working closely with operational supervisors, team leaders, and subject matter experts, the Training & Quality Specialist ensures that training content, quality standards, and frontline practices remain aligned with organizational requirements. This role plays a key part in supporting staff readiness, service consistency, and continuous improvement across frontline operations.

Requirements

College diploma or bachelor’s degree in Training & Development, Education, or a related field.
Minimum of three (3) years’ experience in training development and delivery, preferably in a Contact Centre, Processing, or other high volume operational environment.
Experience conducting quality monitoring activities such as call reviews, case audits, or service quality assessments.
Demonstrated ability to design and maintain training materials, job aids, and learning resources using adult learning principles.
Demonstrated experience with process mapping tools: Visio, Lucidchar
Instructional design principles, and training development methodologies used to create effective and engaging learning solutions.
Contact Centre, Processing, and frontline operational workflows, procedures, systems, and service standards, or the ability to develop this knowledge quickly.
Quality assurance frameworks and performance evaluation techniques, including call monitoring, case audits, accuracy reviews, and service quality assessments.
Methods for analyzing operational data, evaluating training effectiveness, and identifying performance trends or skill gaps.
Best practices for maintaining training documentation, quality monitoring records, and version-controlled learning materials.
Learning and facilitation technologies, including virtual training platforms, eLearning creation tools, and standard productivity applications (e.g., Microsoft Office).
Strong facilitation and presentation skills with the ability to engage diverse learners in both virtual and in person environments.
Excellent written communication skills to create effective training materials, job aids, quality tools, and process documentation.
Analytical and critical thinking skills to interpret quality results, identify trends, and provide meaningful recommendations to improve performance.
Ability to provide clear, constructive, and actionable feedback to staff and to support coaching efforts led by supervisors and team leads.
Organizational and time management skills to coordinate training schedules, manage multiple priorities, and meet delivery timelines.
Experience supporting change management initiatives for digital first client support.
Proficiency with MS Office, learning platforms, and quality monitoring tools.

Responsibilities

Designs, develops, and maintains high quality training programs, modules, and supporting materials for Contact Centre, Processing, and other frontline units as needed.
Creates instructional content including facilitator guides, participant materials, SOP aligned documentation, eLearning modules, job aids, and assessments.
Translates operational processes, procedures, policies, and system requirements into clear, accessible learning materials.
Ensures all training resources are accurate, current, and aligned with organizational standards, regulatory requirements, and operational practices.
Collaborates with subject matter experts, operational supervisors, and team leads to validate content accuracy and ensure training reflects real-time operational needs.
Leads the delivery of instructor led and virtual training for onboarding, upskilling, procedural updates, and refresher programs.
Facilitates engaging, interactive sessions tailored to diverse learning styles and adjusts delivery based on participant needs and feedback.
Provides post training coaching, knowledge reinforcement, and support to staff transitioning into operational workflows.
Works closely with supervisors and team leads to ensure training outcomes are reinforced in daily operations and to identify staff requiring additional support.
Coordinates training logistics including scheduling, materials preparation, participant communication, and maintenance of training environments.
Design and administer feedback surveys to measure training impact and align service delivery methodologies with evolving industry needs
Conducts quality monitoring activities including call and process evaluations, case audits, accuracy checks, and service quality reviews.
Administers and maintains quality scoring tools, documentation templates, and calibration processes to ensure consistent evaluation standards.
Analyzes quality and performance data to identify trends, gaps, and opportunities for improvement.
Provides constructive, actionable feedback to staff, and partners with supervisors/team leads to ensure quality findings are supported through coaching, mentoring, and workflow reinforcement.
Recommends updates to training materials, SOPs, or processes based on quality results, error patterns, and emerging service needs.
Collaborates with operational supervisors and team leads to align training and quality efforts and to ensure consistent application of standards across teams.
Supports continuous improvement initiatives by documenting findings, identifying systemic issues, and proposing solutions that enhance service accuracy, staff performance, and customer experience.