Learning & Quality Enablement Leader — AI-Driven Impact

Questrade Financial Group; Toronto; Hybrid; CAD 105,000 - 130,000; Full time

Benefits offered by this job

Health & wellbeing

Paid vacation

Competitive compensation

Hybrid work with 3 days in office

Career growth

Community involvement

Diversity & inclusion

Job summary

Questrade Financial Group is seeking a Senior Manager, Learning, Quality & Enablement to guide the design, delivery, and continuous improvement of learning programs and service quality initiatives across Sales & Service. You will lead a team of trainers, collaborate with stakeholders, and leverage AI-enabled tools to enhance program design, delivery, and measurement.

You will develop an integrated learning strategy, assess needs, and implement engaging programs that boost employee performance,

Qualifications

• Must have led learning and quality initiatives in a contact centre or similar
• Experience designing, developing, and evaluating learning programs
• Strong knowledge of adult learning principles and instructional design
• Experience with data-driven measurement of training impact and outcomes

Responsibilities

• Develop and implement a comprehensive learning strategy aligned with Sales and Service goals
• Design, develop, and deliver engaging learning programs using AI-enabled tools
• Lead and coach trainers; measure program impact on performance and customer experience
• Identify friction points from data and translate into targeted training or process improvements

Skills

Leadership

Learning design

Quality assurance

Analytics

Power BI

Excel

Communication

Project management

Education

Post-secondary education in Business Administration

Communications

Organizational Change

Tools

LMS

eLearning tools

Quality monitoring systems

Job description

Questrade Financial Group is seeking a Senior Manager, Learning, Quality & Enablement to guide the design, delivery, and continuous improvement of learning programs and service quality initiatives across Sales & Service. You will lead a team of trainers, collaborate with stakeholders, and leverage AI-enabled tools to enhance program design, delivery, and measurement.

You will develop an integrated learning strategy, assess needs, and implement engaging programs that boost employee performance,