Trainer and Quality Assurance Specialist
Full-time
Summerhill
Job Responsibility:
Job Title: Trainer & Quality Assurance (QA) Specialist
Department: Contact Centre
Reports To: Contact Centre Manager
Employment Type: Full-Time
Summerhill is a Canadian-owned and operated Energy Services Company that has been a leader in energy efficiency and conservation since 1993. We specialize in designing and implementing energy efficiency programs. We are proud to be a certified B-Corp and have been named one of Canada's Best Workplaces.
Position Overview
We are seeking a highly capable and driven Trainer & Quality Assurance (QA) Specialist to lead our frontline enablement efforts across calls, chats, and emails. This role is critical to onboarding new hires, maintaining service excellence, and delivering ongoing coaching that boosts performance and customer satisfaction.
The ideal candidate brings strong communication skills, adult learning and coaching expertise, and a passion for elevating customer interactions across all digital and voice channels. You will ensure every agent is equipped, confident, and consistent in representing our brand and converting every customer touchpoint into an exceptional experience.
Key Responsibilities
Training & Onboarding
- Design and deliver comprehensive training programs for inbound/outbound voice calls, live chats, and email interactions.
- Facilitate high-impact training sessions (virtual, in-person) covering systems, communication skills, customer service skills, campaign specifics etc,
- Customize training materials by channel to reflect the tone, accuracy, and responsiveness.
- Effectively utilize tools to assign, track, and report on training modules, assessments, and completion rates.
- Collaborate with the Call Centre Manager to identify skill gaps and proactively schedule refreshers or micro-trainings.
Quality Assurance - Voice, Chat & Email
- Monitor and evaluate agent interactions across all channels (calls, chats, emails) for compliance, professionalism, accuracy, and efficiency.
- Score interactions using structured QA rubrics tailored to channel-specific benchmarks and business goals.
- Identify trends and recurring issues in agent performance or customer experience and escalate as needed.
- Maintain documentation of QA results and assist in regular calibration sessions to ensure scoring consistency across the team.
Performance Coaching
- Conduct one-on-one and team coaching sessions using QA insights and performance metrics.
- Provide timely, specific, and constructive feedback across voice and digital channels.
- Partner with Call Centre Manager and other SME's to support performance improvement plans and career development pathways.
- Deliver feedback that balances empathy, accountability, and business impact.
- Recognize and reinforce positive behaviors; share success stories and channel-specific best practices.
Required Qualifications
- 3+ years experience in a contact centre environment, with at least 2 years in a QA or training-focused role.
- Demonstrated experience in monitoring and coaching across calls, chats, and emails.
- Skilled in writing and editing communication for clarity, tone, grammar, and brand alignment.
- Excellent facilitation, coaching, and interpersonal communication skills.
- Data-driven with strong attention to detail and ability to spot performance trends.
Preferred Qualifications
- Background in outsourced Contact Centres or BPO environments.
- Experience with performance metrics such as CSAT, AHT, FCR, QA, conversion, resolution rate, and handling time across channels.
- Experience in energy, healthcare, or regulated service industries is a plus.
- Bilingual fluency preferred.
Success Metrics
- QA scores across all channels (voice, chat, email).
- Increased agent confidence, retention, and engagement through coaching.
How to Apply : Please submit a resume by clicking on the apply link
Summerhill welcomes and encourages applications from people from equity-deserving groups, including Racialized, Black and or People of Colour, People with Disabilities, Indigenous Peoples, 2SLGBTQ+ and/or gender or sexually diverse individuals.
Accommodation is available on request for candidates taking part in all aspects of the selection process. Summerhill is an Equal Opportunity Employer. We thank applicants for their interest; however, only those selected for an interview will be contacted.
Job Type: Full-time
Benefits:
- Dental care
- Extended health care
- Paid time off
- Vision care
Schedule:
- Monday to Friday
Experience:
- Contact Centre Environment: 3 years (required)
- QA or training focused role: 2 years (required)
Work Location: Hybrid remote in East York, ON M4G 1Z4
Vacancy posted 1 day ago
Similar jobs that could be interesting for youBased on the Trainer and Quality Assurance Specialist in East York, ON vacancy
- ...be doing Our QE and Operations Support team helps shape the quality, reliability, and resilience of technology solutions that support... ...capabilities, including AI-enabled solutions, to modernize quality assurance approaches. Coach teams on practical adoption and help embed...SuggestedPermanent employmentFull time3 days per week1 day per week
$50 per hour
...Angelo , Larry Summers , and Jack Dorsey . Position: Quality Analyst Type: Contract Compensation: $20–$50/... ...Qualifications Must-Have Proven experience in quality assurance, quality control, or a similar review-focused role. Strong...SuggestedRemote jobContract workSummer work- ...evidence. We aim for efficiency and comfort in delivering high-quality care. Our mission is to UNIFY your healthcare services and team... ...a high-quality community-based clinical environment alongside specialists in plastic surgery, urology, oculoplastics, vascular surgery, dermatology...SuggestedHourly payPart timeFlexible hoursShift workWeekend workAfternoon shiftWeekday work
Unify Men's Health Inc
East York, ON6 days ago - ...Carry out work study Develop and conduct production, inventory and quality assurance programs Develop work study Inspect processes Oversee production Set machine or equipment controls Design plant layouts and production facilities Conduct work measurement...Suggested
- ...breaches Develop and implement policies and procedures throughout the software development life cycle Conduct reviews to assess quality assurance practices, software products and information systems Operate automatic or other testing equipment to ensure product quality...SuggestedPermanent employmentFull time
$30 - $50 per hour
...it's at Cresta. About the role: We are seeking curious, detail-oriented students to join our AI Delivery team as AI Quality Assurance Interns . This is a hands-on role where you will evaluate the behavior, accuracy, and reliability of Cresta’s AI Agents and...Hourly payInternshipWork at office- ...Our team and what we'll accomplish together Join our Quality Assurance and Continuous Improvement team, where you'll master a specialized... ...privacy regulations ~ Review files transferred back from specialists and ensure all information is complete and correct before returning...Work at office
$80 - $120 per hour
...$80–$120/hour Location: Remote Role Responsibilities Evaluate AI-generated artifacts against domain-specific quality rubrics. Identify factual, aesthetic, and presentation errors in documents , spreadsheets , and slide decks . Provide...Remote jobContract workSummer workWork at office- ...a difference in the lives of individuals, families and communities around the world. Job Description: The Senior Manager, Quality Assurance and Financial Crime Operations is a senior individual contributor role within Canada Financial Crime Compliance, reporting to the...Permanent employmentFull timeWork at officeFlexible hours
$55k - $105k per year
Junior Quality Assurance Automation Analyst Position Description This role is hybrid and requires working from our client's office in downtown Toronto a minimum of 2 days per week (subject to change). We are seeking a Junior QA Analyst to join our Quality Assurance...Work at office2 days per week$15 - $30 per hour
...do, and can tell the difference between a bug that's blocking real work and one that's noise. You'll be the person who keeps product quality tight so leadership can stay focused on building what's next. This role can grow well beyond where it starts. Strong judgment and...Hourly payFull timeContract workFor contractorsManual laborImmediate startRemote workFlexible hours- ...experience to deliver customized solutions to our clients’ most complex challenges. We are currently seeking an experienced Quality Assurance Lead to join our high-performing, diverse, and innovative consulting team, supporting a large-scale SAP S/4HANA implementation for...Full timeLive InWork at officeImmediate startRemote work
$124k - $186k per year
...We're looking for an experienced AI Trainer and Optimization Analyst to take full ownership... ...agentic experiences. This is a critical specialist role that offers the chance to directly... ...conversational experience: Own Conversational Quality & Tone: Act as the primary owner for the...Local areaWorldwide$45 per hour
...recording transcripts exactly as written or editing for natural pacing. Utilize a professional audio recording setup for high-quality submissions. Submit audio in WAV, 44.1 kHz, mono, with under one second of silence at the start and end, and no audible breathing...Remote jobContract workSummer work$80k - $105k per year
...Job Responsibility: IQGeo is seeking an Applications Trainer to support our Web and Mobile Software training requirements for domestic... ...trainings Support the goals of the organization by providing high quality training and customer service to improve quality scores and...Full timeRemote workHome officeFlexible hours$21 per hour
...Job Responsibility: Job Title: Quality Compliance Rep Company: Provincial Smart Home... ...equipment protection. Maintain Quality Assurance and compliance standards: ~ Work on the... ...for service improvement Ongoing, weekly specialist team huddles for specific updates on SI...Hourly payFull timeRelocationMonday to fridayShift work$80 - $120 per hour
...include Benchmark , General Catalyst , Peter Thiel , Adam D'Angelo , Larry Summers , and Jack Dorsey . Position: Data quality / CRM operations Evaluator Type: Contract Compensation: $80–$120/hour Location: Remote Role...Remote jobContract workSummer workWork at office$80 - $120 per hour
...include Benchmark , General Catalyst , Peter Thiel , Adam D'Angelo , Larry Summers , and Jack Dorsey . Position: Data quality / CRM operations Evaluator Type: Contract Compensation: $80–$120/hour Location: Remote Role...Remote jobContract workSummer workWork at office- ...made the world a safer, cleaner place. Differentiated by the quality of our people and our relentless drive to deliver the most successful... ...as the Delivery Partner). Job Summary: The Program Assurance Technical Support provides assists the Assurance Delivery Manager...Full timeContract workFor contractorsWork at officeLocal areaRemote workRelocation
$80k - $95k per year
...successful continues improvement of Riverside’s Food Safety and Quality Assurance System by providing leadership through strong knowledge and... ...and quality plan Identify training opportunities, train the trainer and ensure employees are trained in food safety and quality improvement...Long term contract$79k - $108.7k per year
...future for our planet and its people. The role will report to the Quality Lead. Your role Coordinate and collaborate with... ...minimum of 3-5 years of experience as project quality control/quality assurance in a construction environment. Experience in development and...Full timeInternshipFlexible hours- ...Context The Technical Coordinator provides administrative, coordination, and project support to the Systems Engineering and Systems Assurance teams on the Hamilton Project. The role is responsible for maintaining action trackers, monitoring key performance indicators (KPIs)...Work at office
- ...Safety Chief - RAMS and Systems Assurance is a senior leadership role based in Toronto... ...demonstrated success leading technical specialists within complex, multidisciplinary project... ...phases. Provide technical leadership and quality oversight for reliability engineering,...Full timeLocal area
$68.4k - $102.6k per year
...EY Canada is seeking a Learning Services Specialist (LSS) to support the effective implementation... ..., operation and sustainability of key Assurance learning initiatives. This multifaceted... ...along with a passion for delivering high-quality learning experiences from planning through...Contract workAfternoon shiftEarly shift$100 per hour
...indicate your level of English proficiency. Mindrift connects specialists with project-based AI opportunities for leading tech companies,... ..., and integumentary systems; Score the clinical reasoning quality of benchmark items: vignette accuracy and completeness, whether...Hourly payPermanent employmentPart timeFreelance10 hours per week$35 - $42 per hour
...Our Quality group is currently looking to add a Quality Inspector to our growing team. Reporting to the Quality Manager, this position... ...airports. Duties and Responsibilities Execute quality assurance and quality control activities on project sites Follow the company...Contract workFor contractorsApprenticeshipFor subcontractorShift work$155k - $185k per year
...improvement of the Company H&S risk management system and to provide assurance that material H&S risks are well controlled. Supports the VP... ...up work is completed in accordance with agreed plans, with high quality reports to senior management. Facilitate or support project...Long term contractTemporary workCasual workImmediate start$80k - $100k per year
...We are supporting a client in their search for an experienced Legal Trainer to join their team. This is an excellent opportunity for someone with a strong understanding of litigation and legal processes who enjoys training, coaching, and supporting employees. What we’re looking...Permanent employmentWork at office$96k - $145k per year
...measurement, assessment of policies, programs and management systems, assurance over sustainability-related data and greenhouse gas emission... ...also support business development efforts, contribute to high-quality deliverables under tight timelines, and help manage engagement delivery...Long term contractWeekend work$80k - $105k per year
...ways of working. The Digitalization Specialist is accountable for deploying,... ...reliable reporting, and alignment with project, quality, cybersecurity, and Alstom requirements.... ...environment. Formal Key User, train-the-trainer, instructional-design, or relevant vendor...Long term contractWork at officeWorldwideFlexible hours
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Trainer and Quality Assurance Specialist. Be the first to apply!
