Team Lead, Change Management & Quality Assurance - Commercial

About the role

The Team Lead, Commercial Call and Email Quality & Change Management is responsible for ensuring excellence in all customer communications—calls and emails—within the Commercial Account Management team. This role manages quality assurance and training functions, leads training change management initiatives, and partners with stakeholders to enhance efficiency, compliance, and customer and sales partner satisfaction across the organization.

Responsibilities

• Partner with management and stakeholders to achieve KPIs related to QA, training, and change management.
• Oversee change management and end-user readiness for deployed projects; ensure compliance with operational policies.
• Collaborate with teams to support initiatives such as process automation and service efficiency improvements.
• Lead QA reviews of calls and emails to ensure compliance, professionalism, and customer satisfaction.
• Manage the QA team to identify skill gaps, provide feedback, and support employee performance and growth.
• Conduct analysis, generate reports, and present insights to support business decisions.
• Participate in calibrations and implement action plans to enhance client experience.
• Drive continuous improvement of standards, policies, and procedures.
• Perform Ad-hoc reporting, research, and analysis as required.

Requirements

• Degree in business, Communications, or related field.
• 6–8 years of experience in commercial customer service or contact center operations.
• 3+ years in quality assurance and/or change management roles.
• Certification in Lean Six Sigma or Change Management (e.g., PROSCI) preferred.
• Spanish Bilingual (written and Verbal) will be preferred.

Skills

• Strong leadership and coaching skills with a passion for customer service excellence.
• Analytical and detail-oriented, with proven decision-making ability.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced, changing environment.
• Strong project management and change management expertise.
• Proficient in QA tools, CRM systems, and MS Office applications.
• Self-motivated, accountable, and collaborative with a results-driven mindset.

Pay

Compensation: $57,860 - $78,110 CAD Annual. *This range reflects base pay only. This role is also eligible for a sales bonus.

Schedule

Regular Shift Standard Employee Status Team Leader Job Type Full-time Job Level Day Job