We’re looking for a strategic and forward‑thinking Senior Manager, Training, QA and Voice of the Customer to elevate how we enable our teams and deliver exceptional customer experiences across our customer support centres. What You’ll Do Evolve and optimize our training, quality, and VoC strategies to deliver best-in-class customer experiences Lead and develop a high‑performing team across learning, quality assurance, and customer insights Enhance training programs and tools (including LMS and AI‑enabled solutions) to improve performance, engagement, and knowledge retention Advance quality assurance frameworks to ensure consistent, high‑quality customer interactions Elevate our Voice of Customer program , turning feedback into actionable insights that drive business and experience improvements Leverage data and analytics to identify trends, measure impact, and inform decision‑making Partner with internal teams and external vendors to optimize performance, alignment, and cost efficiency Influence senior stakeholders with insights and recommendations that drive measurable outcomes What You Bring 5+ years of leadership experience in contact centre operations, with exposure to training, quality assurance, and/or voice of customer programs Proven success optimizing and evolving programs to improve customer experience and operational performance Strong understanding of learning and development principles, LMS platforms, and modern learning technologies Analytical mindset with experience using data to drive insights and decisions (e.g., Excel, Tableau) Experience with AI‑driven solutions in training or performance optimization is an asset Excellent communication and stakeholder management skills, with the ability to influence at all levels Hiring Range / Échelle salariale à l’embauche : $100,000.00 - $132,000.00 / 100.000,00$ - 132.000,00$ (per year / par an). A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for a newly created position. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. We have a long‑standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities. Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process. #J-18808-Ljbffr