Supervisor, Training & Quality Assurance

Supervisor, Training & Quality Assurance

Johnston Group provides employee benefit solutions to over 30,000 companies, ranging from one employee to thousands across various product lines, including Chambers of Commerce Group Insurance Plan, Canada's #1 employee benefits plan for small businesses. JG is a platinum member of Canada's Best Managed Companies and was named one of Manitoba'sTop Employers. We support a positive work atmosphere where we value the diversity in the people we serve and are looking for talent who will contribute to our diverse and inclusive workplace;

where individual differences are recognized, appreciated, and respected. JG believes in giving back and contributes significantly to local health, arts, sports, and other community organizations.

Are you passionate about developing people, ensuring quality and being part of a dynamic and collaborative environment where you play a crucial role in shaping a team’s success? As the Supervisor, Training and Quality Assurance, you will play a key role in shaping the success of our Maximum Benefit Administration teams. These teams include New Business, Plan Member Enrolment, Account Representative, and Admin Support.

You will be responsible for leading a team of Trainers and Quality Analysts, managing performance, and ensuring that training programs meet service and quality standards, setting our team up to succeed. You will provide coaching and mentorship, oversee workloads, support training and quality review activities and help drive process improvements that support both departmental goals and broader organizational initiatives.

In addition, the role will also contribute to the development and upkeep of training materials, provide day-to-day guidance to the team, and support complex inquiries and escalations.

Hybrid working model based out of our Winnipeg, MB office, with three daysin-office per week.

• Supervise and mentor a team of training and quality assurance professionals.
• Provide coaching, performance feedback, and career development support.
• Manage workload distribution and ensure timely completion of deliverables.

• Design, implement, and evaluate training programs for new hires and ongoing staff development.
• Incorporate adult learning principles and best practices into all training initiatives.
• Collaborate with subject matter experts to ensure content accuracy and relevance.

• Develop and maintain quality assurance standards and processes.
• Monitor performance metrics and conduct audits to ensure alignment with company standards.
• Identify gaps and recommendations to improve service quality.
• Partner with operational leaders to align training and QA strategies with business objectives.
• Collaborate and share insights and recommendations with the leadership team based on QA findings and training outcomes.
• Stay current with industry trends and best practices in adult learning and quality assurance.
• Promote innovation in training delivery methods, including digital learning and blended learning strategies.

• Minimum 3 years of supervisory experience, preferably in training, quality assurance, or operations within the Group Insurance industry, with a track record of supporting team performance and handling day-to-day supervisory responsibilities.
• Strong background in adult learning principles, instructional design, or education.
• Certification in adult learning, training, or education (e.g. Train the Trainer certificate, certificate in adult learning) is an asset but not required.
• Strong interpersonal and written communication skills, with the ability to work effectively with team members, leaders, and our business partners.
• Knowledge of group insurance benefits is an asset but is not required.
• Strong problem-solving and conflict-resolution abilities, especially when dealing with escalations or complex issues.
• Demonstrated coaching and mentoring skills, with the ability to guide staff through learning, development, and process changes.
• Flexible and adaptable, able to adjust to new situations and support teams through ongoing change.
• Strong time…