TELUS Digital is looking for a Quality Manager to join the AI team. This exciting, fast-paced role will involve managing quality on a complex, expanding, and rapidly evolving program. The successful candidate will be responsible for establishing, implementing, and managing a quality model to support program performance. The candidate will lead, manage, and develop a quality team to support program quality. This is a prominent customer-facing role requiring a deep commitment to customer satisfaction, partnership, and collaboration.  You will work closely with the Senior Quality Manager and Quality Director.

RESPONSIBILITIES:

• Lead the quality activities on a well-established program that is evolving and active on a global scale

• Lead and develop a team of quality professionals to ensure the delivery of quality metrics aligned to customer and business requirements

• Develop and own solutions to establish efficient and effective quality processes and streamline existing processes

• Participate and lead in the development of new quality processes and quality tools

• Consistent and focused analysis and reporting of program progress, trends and achievements

• Proactively monitor progress and risks, resolve issues and initiate corrective action as appropriate

• Ability to engage with cross functional customer stakeholders (engineers, developers, analysts, product owners, vendor managers) to collaboratively lead the quality strategy, consult on best practice, and represent the holistic program quality function.

• Travel may be required for QBRs, other customer visits & project related travel

• Build effective relationships with internal and external stakeholders to ensure engagement and alignment with quality strategies & business objectives

• Ensure the necessary support, interventions and education are in place to enable our Community to deliver best results in line with program quality metrics

• Responsible for quality team performance appraisals and team development

• Interviewing & ensuring new/existing team members are inducted and trained to a high standard

SKILLS AND QUALIFICATIONS:

• 3 to 5 years quality experience within AI essential

• Manager sign-off required

• Team leadership experience required

• Customer facing experience required

• 3rd level qualification in related field or equivalent work experience

• Broad knowledge of adult learning and quality assurance methodologies

• Well developed data analysis skills

• It is essential that the successful candidate has experience of working in a fast-paced, customer- focused environment

• Excellent leadership, interpersonal, listening and communication skills

• A track record of partnering, internally and externally, in the development, implementation and adoption of quality programmes

• Planning & project management skills

• The ability to find ways of solving or pre-empting problems

• High degree of initiative and drive

• Strong reading and writing skills

• Must be flexible and able to attend meetings in different time zones

• Experience in crowd operations, managing crowd community