Job Summary
As a Lead, Quality, Training & Content, you will play a pivotal role in shaping Porter’s customer service operations. You will be responsible for onboarding new hires, upskilling existing teams, and transforming complex airline processes and policies into engaging, successful learning experiences.
In this role, you will bridge the gap between facilitation and instructional design, ensuring the Customer Support team has the knowledge, tools, and confidence to deliver exceptional service. While your primary focus will be learning, development, and knowledge management, you will also stay closely connected to policies & operations.
Duties & Responsibilities
Training Facilitation
- Lead engaging, interactive training sessions for new hires and existing customer service teams
- Plan training schedules, coordinate logistics, and ensure new hires are fully prepped and set up for success on Day
- Keep leadership informed on training progress and agent performance
- Identify opportunities to continuously enhance training delivery, engagement, and overall effectiveness
- Prepare for training sessions by reviewing source materials, refreshing system knowledge, and locating practical examples to guide learners
Instructional Design & Content Creation
- Collaborate with subject matter experts to translate complex policies and workflows into concise and accurate training plans
- Design training content that is visually appealing, concise, and digestible, avoiding traditional, text-heavy approaches
- Create self-paced, interactive e-learning modules in Articulate to support asynchronous digital learning
- Create presentation decks in Canva and Google Slides that serve as visual aids for facilitators during live training sessions
- Audit and update existing materials to ensure alignment with operational and policy changes
Knowledge Management & Communication
- Ensure all training programs directly align with our knowledge base, updating processes and job aids as policies evolve
- Maintain an up-to-date, deep understanding of current policies and operational guidelines
- Write clear, professional communications, job aids, and emails across departments and leadership levels
Operational Support
- Perform quality assurance checks on agent calls as secondary operational support
- Take front-line calls or complete cases during peak travel spikes and/or to stay connected to the agent experience
- Adapt to evolving business needs, taking on additional duties or adjusted responsibilities as required
- Actively participate in Porter's Safety Management System (SMS) by identifying and reporting workplace hazards and promoting a safe work environment
Behavioural Competencies
- Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
- Teamwork: Working collaboratively with others to achieve organizational goals.
- Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
- Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
- Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
- Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Qualifications
- Minimum of 3 years of experience in instructional design, adult learning, training facilitation or training program development
- Previous experience in a high-volume call center, customer operations, or travel/hospitality or aviation environment is an asset.
- Certificate/diploma in adult learning education is considered a strong asset
- Demonstrated ability to build and deliver engaging learning content using Articulate or similar platforms.
- Proficiency with applications such as Canva, Google Workspace, Microsoft Office and others.
- A proactive, continuous-improvement mindset, using agent feedback, trends, and data to spot knowledge gaps, update content, and close learning loops.
- Excellent public speaking, classroom management, and presentation skills with the ability to engage both large groups and individual learners effectively.
- Comfortable shifting priorities in a fast-paced environment, whether running a live training, updating the knowledge base, or creating content.
- Ability to take complex information and turn it into simple, aesthetically pleasing, and digestible content.
- A track record of clear communication and building strong relationships with subject matter experts, cross-functional stakeholders, and leadership.
Location
Toronto Downtown Office (250 Yonge Street)
Company Description
Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.
