National Training, Quality Manager
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Job Description
National Training & Quality Manager responsible for strategic leadership and execution of Training and Quality programs at NQX. Leading a team to ensure excellence in customer experience for Canada Post.
Responsibilities:
- Responsible for strategic leadership, execution, and continuous improvement of Training and Quality programs
- Ensure excellence across the full agent lifecycle
- Lead a team of Training and Quality professionals
- Drive high-impact learning experiences and a robust, data-driven Quality program
- Analyze and translate quality, training, and operational data into actionable insights
- Oversee design, delivery, and continuous improvement of onboarding and ongoing training programs
- Act as the primary point of contact for Client quality and training performance
Requirements:
- Demonstrated mastery of adult learning principles
- Proven leadership experience (3+ years) managing high-performing teams
- Hands-on experience leading both Training and Quality Assurance functions within a call centre
- Strong operational acumen
- Expertise in quality management practices
- Ability to translate data into actionable insights
- Experience working cross-functionally with Operations and Client stakeholders
- Bilingualism (English/French) is considered a strong asset
Benefits:
- Professional development opportunities
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