Contact Centre Training & QA

Job Title: Trainer & Quality Assurance (QA) Specialist
Organization: Summerhill Group
Location: Remote if in Ontario and Hybrid if in Toronto or the GTA

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 to jobs@summerhill.com, Subject: Trainer & Quality Assurance (QA) Specialist

Please mention you saw this at GoodWork.ca.

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.