Senior Manager, Learning Innovation & Service Quality

Job summary

The Senior Manager will lead the reinvention of learning and service quality programs within the Sales & Service department by integrating AI-driven tools and data-backed frameworks. This role involves hands-on curriculum design, coaching leadership teams, and identifying root causes of client friction to drive continuous improvement.

Job details

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. 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! #LI-Hybrid #LI-TO1 At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us. Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

What you’ll do

The Senior Manager will lead the reinvention of learning and service quality programs within the Sales & Service department by integrating AI-driven tools and data-backed frameworks. This role involves hands-on curriculum design, coaching leadership teams, and identifying root causes of client friction to drive continuous improvement.

Requirements

Candidates must have 7+ years of experience in contact center or service operations, including at least 5 years in a leadership capacity. A proven track record of implementing learning technology and applying AI to drive automation and measurable business outcomes is required.

Benefits

• Health and wellbeing resources • Paid vacation • Personal days • Sick days • Competitive compensation • Benefits packages • Career growth and development opportunities

Listed skills

• Change Management · Preferred
• Quality assurance · Preferred
• Leadership · Preferred
• Data analysis · Preferred
• Coaching · Preferred
• Project management · Preferred
• Process Improvement · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Learning strategy
• Instructional design
• Quality assurance
• AI implementation
• Data analysis
• Leadership
• Curriculum development
• Stakeholder management
• Project management
• Contact center operations
• Change management
• LMS/LXP management
• Coaching
• Process improvement
• Vendor management
• Player Coach
• Financial Technology (FinTech)
• Workflow Management
• Curiosity
• Learning Strategies
• Technology Ecosystems
• Service Operations
• Needs Assessment
• Artificial Intelligence
• Adult Learning Principles
• Applicant Tracking Systems
• Auditing
• Automation
• Brokerage
• Business Continuity Planning
• Dashboard
• Call Center Experience
• Client Services
• Mortgage Loans
• Continuous Improvement Process
• Learning Management Systems
• Creativity
• Sales
• Financial Services
• Gap Analysis
• Innovation
• Instructional Design
• Knowledge Management
• Operations
• Wealth Management
• Prototyping
• Quality Assurance
• Quality Scoring
• Real Estate
• Power BI

Job areas

• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Education
• Technology
• Innovation Manager
• Unclassified Specialized Occupation