Lead, Quality, Training & Content

Porter Airlines Inc.; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Porter Airlines Inc. is seeking a Lead, Quality, Training & Content to shape customer service learning experiences in a dynamic, aviation-focused environment.

You will onboard and upskill teams, transform complex policies into actionable training, and ensure alignment with knowledge bases and operational guidelines. The role blends facilitation, design, and content creation to enhance agent performance and service quality.

Qualifications

• Minimum of 3 years of experience in instructional design, adult learning, training facilitation or training program development.
• Experience in a high-volume call center, customer operations, travel, hospitality or aviation is a plus.
• Proficiency with Articulate or similar platforms and Canva/Google Workspace is preferred.
• Strong written and verbal communication, presentation and collaboration skills.

Responsibilities

• Lead engaging training sessions for new hires and existing customer service teams.
• Plan schedules, logistics, and onboarding for new staff to set up for success on day one.
• Coordinate progress updates with leadership and monitor agent performance.
• Design concise, visually appealing training content and update materials as policies evolve.
• Support knowledge management, process improvements, and quality standards.
• Participate in safety and operational activities as needed.

Skills

Instructional design

Training facilitation

Content creation

Knowledge management

Communication

Public speaking

Adaptability

Education

Certificate/diploma in adult learning education

Tools

Articulate

Canva

Google Workspace

Microsoft Office

Job description

Job Summary

As a Lead, Quality, Training & Content, you will play a pivotal role in shaping Porter’s customer service operations. You will be responsible for onboarding new hires, upskilling existing teams, and transforming complex airline processes and policies into engaging, successful learning experiences.

In this role, you will bridge the gap between facilitation and instructional design, ensuring the Customer Support team has the knowledge, tools, and confidence to deliver exceptional service. While your primary focus will be learning, development, and knowledge management, you will also stay closely connected to policies & operations.

Duties & Responsibilities

Training Facilitation

• Lead engaging, interactive training sessions for new hires and existing customer service teams
• Plan training schedules, coordinate logistics, and ensure new hires are fully prepped and set up for success on day one
• Keep leadership informed on training progress and agent performance
• Identify opportunities to continuously enhance training delivery, engagement, and overall effectiveness
• Prepare for training sessions by reviewing source materials, refreshing system knowledge, and locating practical examples to guide learners

Instructional Design & Content Creation

• Collaborate with subject matter experts to translate complex policies and workflows into concise and accurate training plans
• Design training content that is visually appealing, concise, and digestible, avoiding traditional, text-heavy approaches
• Create self-paced, interactive e-learning modules in Articulate to support asynchronous digital learning
• Create presentation decks in Canva and Google Slides that serve as visual aids for facilitators during live training sessions
• Audit and update existing materials to ensure alignment with operational and policy changes

Knowledge Management & Communication

• Ensure all training programs directly align with our knowledge base, updating processes and job aids as policies evolve
• Maintain an up-to-date, deep understanding of current policies and operational guidelines
• Write clear, professional communications, job aids, and emails across departments and leadership levels

Operational Support

• Perform quality assurance checks on agent calls as secondary operational support
• Take front-line calls or complete cases during peak travel spikes and/or to stay connected to the agent experience
• Adapt to evolving business needs, taking on additional duties or adjusted responsibilities as required
• Actively participate in Porter's Safety Management System (SMS) by identifying and reporting workplace hazards and promoting a safe work environment

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

• Minimum of 3 years of experience in instructional design, adult learning, training facilitation or training program development
• Previous experience in a high-volume call center, customer operations, or travel/hospitality or aviation environment is an asset.
• Certificate/diploma in adult learning education is considered a strong asset
• Demonstrated ability to build and deliver engaging learning content using Articulate or similar platforms.
• Proficiency with applications such as Canva, Google Workspace, Microsoft Office and others.
• A proactive, continuous-improvement mindset, using agent feedback, trends, and data to spot knowledge gaps, update content, and close learning loops.
• Excellent public speaking, classroom management, and presentation skills with the ability to engage both large groups and individual learners effectively.
• Comfortable shifting priorities in a fast-paced environment, whether running a live training, updating the knowledge base, or creating content.
• Ability to take complex information and turn it into simple, aesthetically pleasing, and digestible content.
• A track record of clear communication and building strong relationships with subject matter experts, cross-functional stakeholders, and leadership.

Location

Toronto Downtown Office (250 Yonge Street) #LI-Hybrid

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America. Headquartered in Toronto, Porter is an Official 4 Star Airline in the World Airline Star Rating. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.