Senior Manager, AI-Driven Learning & Service Quality

Kibbi Technologies Inc.; Toronto; Hybrid; CAD 105,000 - 130,000; Full time

Benefits offered by this job

Health & wellbeing resources

Hybrid work environment

Career growth opportunities

Job summary

Questrade is seeking a Senior Manager, Learning Innovation & Service Quality to reinvent how learning and service quality work across Sales & Service. This build role encompasses learning programs, systems, and impact measurement, with a hands-on, player-coach leadership style.

You will design curriculum, facilitate sessions, prototype new workflows, and partner across Operations, Compliance, Product, Technology to drive transformation. The role blends leadership with hands-on execution.

Qualifications

• 7+ years in contact centre or service/operations with leadership experience.
• Hands-on experience implementing learning/quality tech (LMS/LXP, authoring, knowledge management) and applying AI tools.
• Ability to analyze contact patterns, use data to drive decisions (Power BI, Excel).
• Deep expertise in adult learning principles, instructional design, and quality assurance.
• Proven success coaching and developing teams through change.

Responsibilities

• Design and own a comprehensive learning strategy for Sales & Service, building forward-looking programs based on needs assessments and skills-gap analysis.
• Lead the end-to-end learning and quality tech ecosystem (LMS/LXP, authoring tools) and embed AI for automated quality scoring and knowledge retrieval.
• Establish a robust data layer connecting learning activity, quality scores, and contact data to measure business impact and drive improvement.
• Build coaching capability within leadership with programs, frameworks, and dashboards to grow teams.
• Identify root causes of client friction through analysis and translate findings into interventions.
• Transform the quality program into a development-focused function with automated monitoring and benchmarks.

Skills

Leadership

Power BI

Excel

Instructional design

Quality assurance

AI tools

Curriculum design

Tools

LMS/LXP

Authoring tools

Knowledge management

Job description

Questrade is seeking a Senior Manager, Learning Innovation & Service Quality to reinvent how learning and service quality work across Sales & Service. This build role encompasses learning programs, systems, and impact measurement, with a hands-on, player-coach leadership style.

You will design curriculum, facilitate sessions, prototype new workflows, and partner across Operations, Compliance, Product, Technology to drive transformation. The role blends leadership with hands-on execution.