Learning and Development Specialist

Role Overview

Metal Supermarkets is seeking an analytical, detail-oriented Learning and Development Specialist to support training delivery, quality assurance, and performance improvement across our North American and UK franchise network. This role is a key contributor within a small, growing L&D team and plays a direct role in improving sales effectiveness, customer experience, and operational consistency. A core responsibility of this position is evaluating recorded customer phone calls, scoring performance against established standards, and translating findings into practical coaching and training recommendations for franchisees and their teams.

Key Responsibilities

- Design, deliver, and administer blended learning programs, including eLearning, webinars, in-person sessions, and microlearning

- Maintain and administer the Metal Supermarkets University LMS and Quick Cuts microlearning platform

- Identify and pilot AI-enabled learning solutions to improve efficiency and skill development

- Develop internal training content and contribute to the Galvanized Gazette newsletter

- Monitor industry trends and best practices in sales training, customer service, AI, and L&D

Phone Skills Quality Assurance

- Review and evaluate customer phone calls using established assessment tools

- Conduct review sessions with Franchisees and Managers to communicate findings and recommendations

- Identify performance gaps and recommend targeted training, coaching, and action plans

- Track and report assessment results, identifying system-wide trends and insights

- Support the design and delivery of phone skills training initiatives across the network

Qualifications

- University or college degree/diploma in learning and development, education, business, or a related field

- Experience in a Learning & Development role, including use of AI-enabled L&D tools

- Strong instructional design, facilitation, and analytical skills

- Solid understanding of retail or franchise sales environments and phone-based selling

- Ability to effectively engage and influence franchise business owners and managers

- Excellent written and verbal communication skills with strong attention to detail

- Proficiency with Microsoft 365 and CoPilot applications

- Experience with Learning Management Systems (e.g., SmarterU)

- CTP or CTDP certification considered an asset

About Metal Supermarkets

Metal Supermarkets is the world’s largest supplier of small-quantity metals, operating more than 140 stores across the U.S., Canada, and the U.K., alongside a growing eCommerce business. Known as “The Convenience Store for Metal,” we offer over 8,000 metal types, grades, and shapes—cut to size with no minimum order quantities—plus a range of fabrication and delivery services.

Why Join Us

- Hybrid work environment focused on balance and flexibility

- Competitive compensation, benefits, RRSP matching, and vacation package

- Opportunity to influence training outcomes across a large international franchise system

- Exposure to best-in-class learning programs through Metal Supermarkets University

- Collaborative, growth-oriented culture reshaping an industry

Location: Hybrid (minimum 3 days/week in Etobicoke office)

Location: 5399 Eglinton Avenue West, Toronto, Ontario M9C 5K6

Job Type: Full-time

Pay: $60,000.00-$70,000.00 per year