Senior Manager, Learning Innovation & Service Quality

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 Innovation & Service Quality. Could It Be You?

Questrade is rethinking how its client-facing and brokerage operations teams learn — and this role owns that reinvention.

The Senior Manager, Learning Innovation & Service Quality is accountable for rebuilding how learning and service quality work across Questrade's Sales & Service department: the programs themselves, the systems they run on, and the way impact is measured. This is a build role, not a maintain role. We are not looking for someone to administer the training calendar we have today; we are looking for someone with a point of view on what modern, AI-enabled enablement should look like in a regulated brokerage — and the drive to go build it.

The role spans specialist operations teams across client services and brokerage operations. It equips frontline staff to perform, equips leaders with the frameworks and data to coach their own teams, and uses contact and escalation data to find friction and eliminate it at the source. It owns the learning and quality technology stack end to end, and is expected to challenge and replace what no longer serves the business.

Critically, this is a player-coach role. The successful candidate leads a small team of trainers and quality specialists to a higher standard while remaining hands-on — designing curriculum, facilitating, building in the tools, and prototyping new approaches personally. Scale comes from creativity, reuse, and technology rather than headcount.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Designing and owning a comprehensive learning strategy for Sales & Service, challenging existing models to build forward-looking programs based on needs assessments and skills-gap analysis.

• Leading the end-to-end learning and quality technology ecosystem (LMS/LXP, authoring tools, etc.) and embed AI for automated quality scoring, content generation, and intelligent knowledge retrieval.

• Establishing a robust data layer connecting learning activity, quality scores, and contact data to measure business impact and drive continuous improvement.

• Building coaching capability within leadership by designing programs, frameworks, and dashboards that enable managers to develop their teams effectively.

• Identifying root causes of client friction and service gaps through contact pattern and escalation analysis, translating findings into swift, targeted interventions.

• Transforming the quality program into a development-focused function, defining benchmarks and implementing automated monitoring that drives behavior rather than just auditing.

• Leading and coaching the Training and Quality teams with a hands-on approach, personally building curriculum, facilitating sessions, and prototyping new workflows.

• Partnering across internal departments (Operations, Compliance, Product, Technology) to launch initiatives, secure buy-in for transformation, and ensure alignment.

• Managing vendor relationships and budgets while scaling the function's impact through creativity, reuse, and technology, rather than headcount.

• Maintaining a "build, don't maintain" mindset by tracking industry best practices and ensuring content stays current amidst evolving products and regulations.

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

• Have 7+ years of experience in contact centre or service/operations (5+ in leadership), with a proven track record of successfully rebuilding or launching learning/quality functions rather than just maintaining them.

• Have hands-on experience implementing learning/quality technology (LMS/LXP, authoring, knowledge management) and applying AI tools to drive automation, content generation, and intelligent retrieval with measurable outcomes.

• Have strong ability to analyze contact and escalation patterns, use data to drive decisions (e.g., Power BI, Excel), and build frameworks that measure impact and identify root-cause friction.

• Have deep expertise in adult learning principles, instructional design, and quality assurance methodologies, coupled with a hands-on "builder" mentality for curriculum, facilitation, and prototyping.

• Have proven success in coaching and developing teams through change, influencing cross-functional stakeholders without positional authority, and managing complex, multi-year project roadmaps.

Additional kudos if you…

• Have exposure to enablement practices from outside traditional contact centre training (e.g., product, sales enablement, or L&D in a high-growth environment).

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.

Sounds like you? Click below to apply!

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