AI-Driven Learning & Quality Enablement Leader

Community Trust Company; Canada; Hybrid; CAD 105,000 - 130,000; Full time

Benefits offered by this job

Hybrid work environment

Career growth

Benefits package

Job summary

Questrade Financial Group is hiring a Senior Manager, Learning, Quality & Enablement to lead design, delivery, and continuous improvement of learning programs and service quality across Sales & Service. This role guides training efforts for specialist operations, equips leaders with coaching tools, and leverages AI to enhance program impact and measurement.

You will supervise trainers, collaborate across departments, and use data to demonstrate improvements in employee performance and customer

Qualifications

• Post-secondary education in Business Administration, Communications, Organizational Change, or related field.
• 7+ years in a contact centre environment with at least 5 years in a leadership role.
• Experience designing, developing, and implementing learning programs and/or service quality initiatives.
• Hands-on experience with AI-enabled tools or curiosity to adopt them in training/quality context.

Responsibilities

• Developing and implementing a comprehensive learning and development strategy aligned with Sales and Service goals.
• Designing, delivering, and evaluating learning programs using multiple methods and AI-enabled tools.
• Coaching leaders with tools and frameworks to drive team performance and customer outcomes.
• Identify friction and training needs from data and translate into targeted programs.
• Refine the service quality program and conduct audits to ensure adherence to standards.

Skills

Power BI

Excel

Analytical mindset

Communication skills

Project management

Coaching/mentoring

AI-enabled tooling

Education

Post-secondary in Business Administration/Communications/Organizational Change

Tools

LMS

Quality monitoring systems

Job description

Questrade Financial Group is hiring a Senior Manager, Learning, Quality & Enablement to lead design, delivery, and continuous improvement of learning programs and service quality across Sales & Service. This role guides training efforts for specialist operations, equips leaders with coaching tools, and leverages AI to enhance program impact and measurement.

You will supervise trainers, collaborate across departments, and use data to demonstrate improvements in employee performance and customer