Quality Assurance & Training Lead

About the role

Atlas Van Lines Canada is looking for a Quality Assurance & Training Lead to champion service excellence across its agency network. You will partner with Atlas agents and professional van operators to ensure consistent, high‑quality moving services for government, private, and corporate clients.

Key responsibilities

• Serve as the primary contact for service issues and penalties on Government of Canada, private, and corporate accounts.
• Manage and resolve service‑related concerns to maintain high customer satisfaction and retention.
• Support the Atlas Quality Initiatives Program, monitor performance results, and participate in the Quality Committee.
• Develop, implement, and maintain quality assurance protocols that improve service delivery and operational consistency.
• Provide guidance to agents and van operators to ensure adherence to quality standards.
• Build strong relationships across the agency network to promote accountability and continuous improvement.
• Design and deliver training programs and presentations on quality initiatives for agency partners and customers.

Required profile

• Post‑secondary education in Logistics, Business, or a related field, or equivalent experience.
• Minimum 3 years of experience in quality assurance, service delivery, or client relationship management.
• Strong background in customer service and conflict resolution.
• Excellent communication, presentation, and interpersonal abilities.
• Proven analytical skills with a track record of implementing practical solutions.
• High proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Ability to work collaboratively in a fast‑paced, multi‑stakeholder environment.
• Willingness to travel as required to support agency partners and training initiatives.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint

What we offer

• Opportunity to shape service quality across a national moving network.
• Collaboration with experienced leadership and a dedicated agency network.
• Culture focused on continuous improvement and operational excellence.