ECC Training and Quality Assurance Specialist

Why Meridian? 

At Meridian Credit Union, we believe in putting our Members first. Our Enterprise Contact Centre (ECC) is the voice of our brand, and we are committed to delivering exceptional service experiences that reflect our values of integrity, innovation, and community.

The role: 

We are seeking a dynamic and experienced ECC Training and Quality Assurance Specialist to lead and evolve our training and quality programs. This role is ideal for someone who thrives in a fast-paced, service-driven environment and is passionate about adult learning, coaching, and continuous improvement.

You will be responsible for overseeing the full training lifecycle—from onboarding to ongoing development—while also managing quality assurance programs that ensure our teams deliver consistent, compliant, and exceptional service.

Key Responsibilities:

Training Leadership & Facilitation

• Design, deliver, and continuously improve training programs for new hires and existing ECC staff, using best-in-class adult learning principles.
• Facilitate engaging sessions across multiple formats (virtual, in-person, e-learning, video, and job aids).
• Oversee the ECC training program end-to-end, ensuring alignment with business goals, regulatory requirements, and service excellence standards.
• Collaborate with ECC leadership, L&D, and business partners to ensure training content reflects current policies, procedures, and product knowledge.
• Maintain and manage training documentation and resources to ensure accuracy and accessibility.
• Adapt training plans in real-time to meet the evolving needs of the team and business.

Quality Assurance & Coaching

• Conduct regular call monitoring and evaluations to assess service quality, compliance, and member experience.
• Provide timely, constructive feedback and coaching to ECC team members and leaders.
• Identify performance trends and recommend targeted training or process improvements.
• Lead the monthly Call Calibration process and maintain a call library for training and audit purposes.
• Support internal audit requests and ensure ECC compliance with regulatory and procedural standards.

Strategic Impact & Communciation 

• Act as a subject matter expert in service, sales, and lending to ensure training and QA programs support business outcomes.
• Communicate insights and recommendations clearly to stakeholders at all levels.
• Create compelling documentation, reports, and presentations that drive action and alignment.
• Champion a culture of continuous improvement, member-centricity, and operational excellence.

What you bring:

• 5+ years of experience in financial services, preferably in a training, QA, or L&D role.
• Strong facilitation and coaching skills with a proven ability to engage diverse audiences.
• Solid understanding of service, sales, and lending practices in a contact centre environment.
• Experience designing and delivering adult learning programs.
• Excellent verbal, written, and visual communication skills.
• Strong business acumen and ability to translate insights into action.
• Proficiency in Microsoft Office, CRM systems, and telephony platforms (e.g., Verint, Five9).
• Undergraduate degree in education, business, or a related field; certification in adult learning is an asset.
• Flexibility to work varied hours to meet team and business needs.
  
  

Salary Range: CAD $59,800 - 74,800 annually

Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.

Office Location: Our team works in a hybrid environment at our St. Catharines office located at 531 Lake St, St Catharines, ON L2N 4H6, CAN.

Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires a minimum of semi-monthly regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is important to us.

 What's in it for you?

• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
• We provide you with the tools and technology needed to delight your candidates and clients!
• You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world
• Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues
• This isn't your typical "corporate" job. We work hard and we have fun!

Our Story:

Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 360,000 Members. Meridian has more than 75 years of banking history and is 100% owned by its members. With 89 retail branches and 15 Business Banking Centers across Ontario and $ 30B in assets under management, Meridian offers a broad range of financial products and services to its retail, business banking and wealth members. With over 2000 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.

Our Commitment to You:

Meridian is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Meridian Credit Union.

@MeridianCareers

Connect with us on LinkedIn

#LI-NM1