Senior Leader, AI-Driven Learning & Service Quality

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

Benefits offered by this job

Health & wellbeing resources

Paid vacation, personal, and sick days

Competitive compensation and benefits

Hybrid environment with 3+ days in/off

Career growth and development

Community involvement opportunities

Diverse and inclusive team

Job summary

Questrade Financial Group invites a Senior Manager, Learning Innovation & Service Quality to redefine how client-facing and brokerage operations learn. This leader will own programs, systems, and impact measurement across Sales & Service, balancing hands-on delivery with strategic oversight.

The role requires building modern enablement in a regulated brokerage, combining curriculum design, AI-enabled tooling, and robust data analytics to drive continuous improvement and exceptional customer

Qualifications

• 7+ years in contact centre or service/operations, 5+ in leadership.
• Hands-on with learning/quality technology (LMS/LXP, authoring) and applying AI tools.
• Strong data analysis using Power BI and Excel to drive decisions.
• Deep expertise in adult learning, instructional design, and QA methodologies.
• Proven success coaching teams through change and managing multi-year roadmaps.

Responsibilities

• Design and own a comprehensive learning strategy for Sales & Service, building forward-looking programs based on needs assessments.
• Lead end-to-end learning and quality technology ecosystem (LMS/LXP, authoring tools) and embed AI for automated scoring and content generation.
• Establish a data layer linking learning activity, quality scores, and contact data to measure impact.
• Build coaching capability within leadership with programs, frameworks, and dashboards.
• Identify root causes of client friction and service gaps; translate findings into interventions.
• Transform the quality program into a development-focused function with automated monitoring and benchmarks.
• Lead and coach Training and Quality teams; build curriculum, facilitate sessions, prototype new workflows.
• Partner with Operations, Compliance, Product, Technology to secure buy-in and alignment.

Skills

Contact centre leadership

LMS/LXP implementations

AI enablement tools

Data analysis

Adult learning design

Curriculum development

Change leadership

Tools

LMS/LXP platforms

Job description

Questrade Financial Group invites a Senior Manager, Learning Innovation & Service Quality to redefine how client-facing and brokerage operations learn. This leader will own programs, systems, and impact measurement across Sales & Service, balancing hands-on delivery with strategic oversight.

The role requires building modern enablement in a regulated brokerage, combining curriculum design, AI-enabled tooling, and robust data analytics to drive continuous improvement and exceptional customer