Trainer and Quality Assurance Specialist

10 hours ago

East York, Canada Summerhill Full time

**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**

**Key Responsibilities**

**Training & Onboarding**
- 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.
- 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.
- 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**
- Increased agent confidence, retention, and engagement through coaching.

**How to Apply**: Please submit a resume by clicking on the **apply** link

**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

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