Our Client, The Traveller Inc (TTI), specializes in delivering high-touch, customized travel, event, and hospitality programs around the world. TTI's success is built on operational excellence, client service, and a passion for creating unforgettable experiences.

To strengthen their team and elevate their service standards, we are seeking a Quality & Training Consultant to support operational staff development, ensure delivery consistency, and champion continuous improvement across all event functions.

In this new role, you will play a key part in organizing internal operations, mapping and formalizing processes, and equipping team members with the training and tools to deliver consistently excellent experiences to our valued clients.

You'll work closely with leadership to organize operational knowledge and transform it into scalable, documented procedures. You will be instrumental in supporting and facilitating staff training, accountability, onboarding, continuous improvement, and customer feedback analysis.

If you're passionate about driving operational excellence, coaching teams, and turning ideas into action, this is an exciting opportunity to make a lasting impact.

Key Responsibilities:

• Facilitate working sessions with the owner and leaders to document key workflows, policies, and procedures
• Design, deliver, and update training programs and materials for new and current employees
• Conduct onboarding for new hires to ensure early adoption of processes and tools
• Monitor employee adherence to processes and provide coaching and feedback as needed
• Design and run internal audits and spot checks to assess quality and consistency
• Administer and analyze customer and employee satisfaction surveys and leverage results to recommend and implement improvements
• Lead process reviews, identify bottlenecks, and propose improvements
• Prepare operational playbooks, manuals, and guides for roles across the organization
• Support change management efforts and help teams adopt new tools or ways of working

What We're Looking For:

• 5+ years' experience in event operations, incentive travel, or hospitality, with a strong understanding of event lifecycle execution.
• Experience in quality assurance, operations, training, or process improvement preferred.
• Strong knowledge of registration platforms (Cvent preferred), group air processes, sourcing/vendor management, and event logistics.
• Strong understanding of project management practices, including maintaining and adhering to workback schedules and timelines.
• Proven strength in facilitation, process mapping, and documentation.
• Background in coaching or adult learning; confident delivering training to individuals and groups.
• Experience working in a small or growing business where agility and initiative are key.
• Excellent communication, influencing, and relationship-building skills.
• Highly organized, proactive, and detail-oriented.
• Analytical mindset and experience using customer data to improve business outcomes.
• Proficient in Microsoft Office Suite, corporate applications, Cvent, and similar platforms.
• Passion for continuous learning and improvement.

Why Join Us?

• Be part of a collaborative, high-performance team that delivers industry-leading experiences.
• Contribute to shaping the future quality and operational excellence of the company.
• Work directly with company leadership and have influence across all departments.
• Work in a culture that values innovation, development, and client care.

Location:

• This role is based in Toronto, ON. Some flexibility for hybrid work may be considered.