Senior Manager, AI-Driven Learning & Service Quality

Kinvie; Toronto; Hybrid; CAD 105,000 - 130,000; Full time

Benefits offered by this job

Health & wellbeing resources

Paid vacation, personal, and sick days

Hybrid environment

Career growth opportunities

Community involvement opportunities

Job summary

Questrade Financial Group is seeking a Senior Manager, Learning Innovation & Service Quality to rebuild how learning and quality operate across Sales & Service. This role leads a small team of trainers and quality specialists, while staying hands-on in curriculum design, facilitation, and prototyping new approaches.

The successful candidate will drive AI-enabled enablement, measure business impact with data, and partner across departments to transform the learning ecosystem in a regulated

Qualifications

• 7+ years in contact centre or service/operations (5+ in leadership)
• Hands-on experience implementing learning/quality tech (LMS/LXP) and applying AI tools
• Ability to analyze contact and escalation patterns and build decision frameworks
• Deep expertise in adult learning principles, instructional design, and QA methodologies
• Proven success coaching and developing teams through change

Responsibilities

• Designing and owning a comprehensive learning strategy for Sales & Service
• Leading the end-to-end learning and quality technology ecosystem (LMS/LXP, authoring tools) and embedding AI for automated quality scoring
• Establishing a robust data layer connecting learning activity, quality scores, and contact data
• Building coaching capability within leadership with programs, frameworks, and dashboards
• Identifying root causes of client friction and service gaps through data patterns
• Transforming the quality program into a development-focused function with automated monitoring
• Leading and coaching the Training and Quality teams with a hands-on approach
• Partnering across Operations, Compliance, Product, Tech to launch transformation initiatives
• Managing vendor relationships and budgets to scale impact
• Maintaining a 'build, don’t maintain' mindset with industry best practices

Skills

Leadership

AI enablement

Learning strategy

Data analysis

Project management

Tools

LMS

LXP

Power BI

Excel

Job description

Questrade Financial Group is seeking a Senior Manager, Learning Innovation & Service Quality to rebuild how learning and quality operate across Sales & Service. This role leads a small team of trainers and quality specialists, while staying hands-on in curriculum design, facilitation, and prototyping new approaches.

The successful candidate will drive AI-enabled enablement, measure business impact with data, and partner across departments to transform the learning ecosystem in a regulated