The
National Training and Quality Manager is responsible for the strategic leadership, execution, and continuous improvement of both Training and Quality programs within the Canada Post business. This role ensures excellence across the full agent lifecycle-from onboarding and development to performance management and quality assurance. The incumbent will lead a team of Training and Quality professionals, driving high-impact learning experiences and a robust, data-driven Quality program that meets and exceeds Client expectations. This includes accountability for Quality Assurance Specialist performance, workforce planning and scheduling aligned to budget and Client mandates, and the optimization of quality frameworks to improve agent performance and customer outcomes.
Working in close partnership with Operations and the Client, the Training and Quality Manager identifies performance gaps, implements targeted coaching and calibration strategies, and continuously enhances processes to deliver a consistent, world-class customer experience for Canada Post customers.
How you will make an impact:- Be an ambassador of both NQX and Canada Post focused on developing thriving and transparent relationships across both ecosystems while being a constant champion of training and quality
- Lead and develop the Training and Quality teams; driving performance, accountability, and continuous skill development aligned to business and client expectations
- Work collaboratively with the RTO team at NQX aligning Canada Post training and quality programs to meet a "One NQX" world-class standard
- Own end-to-end Quality Assurance operations, including QA Specialist performance, calibration accuracy, and evaluation consistency
- Design and optimize QA coverage models and schedules to meet client mandates, volume forecasts, and budget targets
- Partner with Operations to identify performance gaps, conduct root cause analysis, and implement targeted coaching and training interventions
- Analyze and translate quality, training, and operational data (e.g., CSAT, QA scores, FCR, compliance) into actionable insights and performance improvements
- Oversee the design, delivery, and continuous improvement of onboarding and ongoing training programs to accelerate speed to proficiency and sustain agent performance
- Lead calibration sessions and governance routines with internal stakeholders and the Client to ensure alignment on quality standards and expectations in accordance and not limited to Trainer Certification Program and Quality Assurance Certification Compliance
- Continuously refine QA frameworks, scorecards, and training content to reflect evolving business needs, customer expectations, and compliance requirements while improving training programs with proven adult learning methodologies
- Drive cross-functional process improvement initiatives that enhance efficiency, quality outcomes, and overall customer experience
- Act as the primary point of contact for Client quality and training performance, delivering insights, reporting, and strategic recommendations
What makes you a great fit:- Demonstrated mastery of adult learning principles, with the ability to design and deliver impactful training that drives knowledge retention, behavior change, and measurable performance improvement
- Proven leadership experience (3+ years) managing high-performing teams, with a track record of coaching, developing, and holding leaders and individual contributors accountable to results
- Hands-on experience leading both Training and Quality Assurance functions within a call centre environment, with a clear understanding of how both disciplines drive operational performance and customer experience
- Strong operational acumen, with experience overseeing service delivery in a metric-driven environment, consistently achieving service levels while effectively managing within budget constraints
- Expertise in quality management practices, including calibration, scorecard design, performance analysis, and continuous improvement methodologies
- Ability to translate data into actionable insights, using quality, training, and operational metrics (e.g., CSAT, QA scores, FCR) to influence decision-making and drive outcomes
- Experience working cross-functionally with Operations and Client stakeholders, building alignment and delivering solutions that balance customer experience, efficiency, and business objectives
- Bilingualism (English/French) is considered a strong asset, enabling effective communication in a diverse, customer-focused environment
