Senior Manager, Learning, Quality & Enablement

Senior Manager, Learning, Quality & Enablement

North American Centre, 5700 Yonge St, North York, ON M2N 5M9, Canada

Posted Wednesday, July 29, 2026 at 4:00 AM

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.

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.

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.

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

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…