Some of what you will do:

The Training & Quality Assurance Specialist is accountable for driving agent performance through structured training, rigorous quality assurance practices, and continuous coaching. This role ensures all customer interactions meet defined quality standards, deliver accurate information, and provide complete, solution-oriented service.

The incumbent is expected to proactively identify performance gaps, influence behavior change, and contribute directly to the improvement of customer experience and operational effectiveness.

 

Specifically, You Will:

 

Quality Assurance:

• Conduct consistent, high-quality audits of customer interactions across voice, email, and chat channels in both English and French, ensuring adherence to established quality standards and processes. 

• Identify performance gaps and deliver clear, actionable coaching to agents, team leads, and managers to improve quality outcomes. 

• Lead and facilitate calibration sessions across onshore and offshore teams, ensuring scoring alignment and driving consistency in evaluation standards. 

• Analyze internal and external quality data to identify trends, root causes, and recurring gaps, and translate findings into actionable recommendations. 

Training: 

• Facilitate onboarding programs and refresher training, ensuring all content is delivered effectively and aligned to business standards. 

• Provide ongoing coaching and support to new hires, ensuring successful transition from training to production and readiness to meet performance expectations. 

• Design, develop, and continuously improve training materials, including facilitator guides, presentations, and learning modules. 

 

 

Some of what you need:

• Secondary school diploma required.

• Post-secondary education in adult learning, training, or a related field (preferred).

• Excellent written and verbal communication skills in both English and French (Preferred). 

• Strong understanding of quality assurance practices and customer service standards within a contact centre environment. 

• Familiarity with contact centre systems (e.g., Salesforce, QA tools, order systems, Alpha, Eway) is an asset. 

• Knowledge of adult learning principles is an asset.

• Minimum 2–3 years of contact centre experience (required).

• Previous experience in training, coaching, or quality assurance (preferred).

 

 

Physical demands/working conditions:

• This is a remote role.

 

Some of what you will get:

• Associate discount

• Health and Dental benefits

• RRSP/DPSP

• Performance bonuses

• Learning & Development programs

• And more...

 

 

 

#MakeAnImpact 

 

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

About the Team At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.