National Training, Quality Manager

NQX

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.

Posted 4/23/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

adult learning principlesquality management practicesdata analysistraining program designquality assuranceoperational data analysisbilingualism

Soft Skills

leadershipteam managementcross-functional collaborationoperational acumencommunication