Questrade Senior Manager in Learning and Quality

Join Questrade as a Senior Manager in Learning and Quality to enhance training and service excellence. This hybrid role is ideal for a strategic leader passionate about transformative learning experiences.

Your mission will be to enhance the development and delivery of effective learning programs while addressing service quality within Questrade's Sales & Service teams. By utilizing hands-on experience in contact centres, you’ll oversee coaching initiatives and identify training needs through thorough analysis of client interactions. Your innovative application of AI tools will greatly impact employee engagement and customer experience.

Key Responsibilities:

• Craft and execute learning strategies supporting business objectives

• Execute needs assessments to improve training delivery

• Implement coaching programs for effective leadership

• Analyze data to identify service quality improvements

• Ensure adherence to quality standards across departments

Requirements:

• 7+ years in contact centre, 5+ in leadership roles

• Proficiency in designing learning programs

• Experience with learning management and quality monitoring systems

• Strong analytical mindset and problem-solving abilities

• Excellent interpersonal and presentation skills

Lead the evolution of learning and quality at Questrade with your expertise and innovative vision.
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