Senior Manager, Learning, Quality & Enablement

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 (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We’re looking for our next Senior Manager, Learning, Quality & Enablement. Could It Be You?

The Senior Manager, Learning, Quality & Enablement leads the design, delivery, and continuous improvement of learning programs and service quality initiatives across Questrade's Sales & Service department.

This role strategically guides training and service quality efforts for our specialist operations teams - spanning client services and brokerage operations - overseeing program design, delivery, evaluation, and ongoing improvement. This team designs and delivers training for front-facing staff and brokerage operations staff, and equips leaders with the tools, frameworks, and data they need to coach their own teams effectively and demonstrate the measurable impact of that coaching.

The role also leverages contact and escalation data to identify recurring friction points and builds targeted training to address them. The Senior Manager leads a team of trainers, collaborates across departments, and fosters a culture of continuous learning and service excellence - leveraging modern tools including AI to improve how programs are designed, delivered, and measured.

Learning & Development

• Developing and implementing a comprehensive learning and development strategy aligned with Sales and Service goals, supporting specialist operations teams across client services and brokerage operations.
• Conducting needs assessments to identify gaps in training programs and areas for improvement.
• Designing, developing, and delivering engaging learning programs using a variety of delivery methods, leveraging technology and AI-enabled tools to maximize learner engagement and knowledge retention.
• Collaborating with stakeholders to develop KPIs and evaluate the effectiveness of learning programs, measuring impact on employee performance, customer satisfaction, and business outcomes.

Leader Enablement & Coaching

• Developing and delivering coaching programs and resources that equip leaders with the skills, tools, and language to coach their teams effectively.
• Creating frameworks that help leaders track and demonstrate the impact of coaching on team performance, client experience, and business outcomes.
• Partnering with leaders and managers to understand their needs and align solutions with business objectives.
• Fostering a culture of continuous learning, feedback, and improvement across teams.

Friction Identification & Training Response

• Reviewing contact patterns, escalation trends, and quality data to identify root causes of client friction and recurring service gaps.
• Translating findings into targeted training refreshers, process clarifications, and knowledge updates to close identified gaps.
• Identifying recurring issues that may require process or policy changes and collaborate with the appropriate teams to resolve them.

Service Quality

• Refining and optimize the service quality program to ensure consistent, excellent client experiences across all channels and specialist teams.
• Identifying operational quality benchmarks and conduct audits to ensure adherence to procedures.
• Implementing service quality monitoring and coaching programs to drive continuous improvement and adherence to quality standards.
• Leveraging technology to scale the service quality program and enhance its delivery.

Stakeholder Collaboration & Reporting

• Collaborating with stakeholders to launch new initiatives, ensuring quality, consistency, and impact.
• Building strong relationships with stakeholders and communicate effectively to ensure buy-in and support for initiatives.
• Using data and analytics to track program effectiveness, measure impact, and share findings with key stakeholders.
• Partnering with internal teams and external vendors to optimize performance, alignment, and cost efficiency.

So are YOU our next Senior Manager, Learning, Quality & Enablement? You are if you…

• Have completed post-secondary education in Business Administration, Communications, Organizational Change, or a related field; equivalent experience considered
• Have 7+ years of experience in a contact centre environment, with at least 5 years in a leadership role.
• Have proven track record of designing, developing, and implementing successful learning programs and/or service quality initiatives.
• Have experience managing and mentoring teams.
• Have strong knowledge of adult learning principles, instructional design, training delivery methods, and quality assurance methodologies.
• Have demonstrated ability to identify operational friction and escalation patterns and translate them into targeted training or process improvements.
• Have experience with learning management systems (LMS), eLearning development tools, and quality monitoring systems.
• Have hands-on experience with AI-enabled tools, or a genuine curiosity and drive to adopt them in a training or quality context.
• Have an analytical mindset with experience using data to drive insights and decisions (e.g., Power BI, Excel, contact centre reporting tools).
• Have excellent communication, interpersonal, and presentation skills.
• Have strong project management and prioritization skills.
• Have a can-do attitude with a genuine interest in finding creative solutions and continuously improving how work gets done.
• Have knowledge of customer service principles, best practices, and industry trends.

Additional Kudos If You…

• Are familiar with brokerage or financial services operations.

Compensation Information

• Base salary range: $105,000 - $130,000
• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence - not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.