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About the Role

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, overseeing program design, delivery, evaluation, and ongoing improvement. The 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.

Responsibilities

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.
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.
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.
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.
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.

Requirements

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

Skills

AI-enabled tools
Power BI
Excel
Contact centre reporting tools
Learning management systems (LMS)
eLearning development tools
Quality monitoring systems
Adult learning principles
Instructional design
Training delivery methods
Quality assurance methodologies
Customer service principles
Project management
Data analysis

Location

Canada

Work Type

Hybrid

Experience Level

Senior Manager
7+ years of experience in a contact centre environment
5+ years in a leadership role

Education Level

Post-secondary education in Business Administration, Communications, Organizational Change, or a related field; equivalent experience considered

Salary/Compensations

$105,000 - $130,000

Benefits

Health & wellbeing resources and programs
Paid vacation, personal, and sick days
Competitive compensation and benefits packages
Competitive incentive (bonus) program

About the Company

Questrade Financial Group (QFG) provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more through its companies: Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti.
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.
Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits.
Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening.

Equal Opportunity

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.
If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.