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AI Senior Quality Manager
Description
- Lead the strategic direction operations for the quality department for a large, highly strategic global program
- Lead and develop a team of multi-cultural quality professionals to ensure the delivery of quality metrics that align to customer requirements and business objectives
- 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
- Customer facing from a quality and learning perspective - interacting, communicating and partnering in meetings written communication or any other formats as needed
- Build effective relationships with internal and external stakeholders to ensure engagement and alignment with quality strategies
- Ensure the necessary support, interventions and education are in place to enable our global team of raters to deliver best results, in line with program quality metrics
- Responsible for the quality teams performance appraisals and team development
- Interviewing, hiring, ensuring team members are inducted and trained to a high standard
- Travel will be required periodically
- Expertise in Artificial Intelligence
- 5+ years experience in Team leadership and customer-facing experience
- 3+ years experience as a Quality Manager or Operations Manager with large teams is essential
- 1+ year experience in Human Relevance rating is preferred
- Bachelor’s degree in related field or equivalent work experience
- Experience working in a fast-paced, customer-focused environment is essential
- Excellent leadership, interpersonal and listening skills
- Excellent written and verbal communication skills and excellent presentation skills
- A track record of partnering, internally and externally, in the development, implementation and adoption of quality programs
- Planning and project management skills
- Strong data analysis skills
- The ability to find ways of solving or pre-empting problems
- The ability to adjust to frequent change with a high degree of initiative and drive
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
