AI-DS,Senior Quality Manager - USA

WORK LOCATION : Remote within USA, Pacific Coast

JOB STATUS: Full-time, Permanent

START DATE: ASAP

TRAVEL: Flexibility requiered to Los Angeles, CA

Job Summary

This senior leadership role involves the strategic and operational ownership and management of quality on a complex, dynamic and large-scale, global program.

The successful candidate will be highly experienced as a Quality Manager and will be responsible for managing and evolving a quality model to support program performance. The candidate will build, 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

Responsibilities:

• Lead the strategic direction for quality on the program
• Lead and own the quality activities on a program that is active on a global scale
• Lead and develop a team of quality and learning professionals to ensure the delivery of quality metrics 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 weekly meetings, QBRs, written communication or any other formats as needed
• Travel will be required for client and site visits
• 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 quality and learning teams performance appraisals and team development
• Interviewing, hiring & ensuring team members are inducted and trained to a high standard
  
  
  

Essential Skills & Experience:

• 2+ years experience as a Quality Manager - essential
• 1+ year experience in Human Relevance rating is preferred
• 5+ years experience in Team leadership and customer-facing experience
• Bachelor’s degree in a related field or equivalent work experience
• Experience working in a fast-paced, customer-focused environment 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
  
  
  

Core competencies:

• Leadership competencies
• Initiative and innovation
• Technical skills and embracing new technologies.
• Customer relationship management.
• Effective communication skills
• Multicultural awareness
• Broad knowledge of adult learning and quality assurance methodologies
• Knowledge of AI operations
• Ability to solve operational problems, recognizing the broader impact across the department
• Ability to influence others to adopt a different point of view
• Client and stakeholder management skills
• Analytical skills
  
  
  

Compensation:

• $106K - $133K
• At TELUS International, 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
  
  
  

TELUS International will never ask for any monetary deposit, credit card information, or bank account information to complete a job application. Our recruitment and sourcing teams only use email addresses that end with telusinternational.com or telusinternational.ai when emailing candidates. If you are unsure as to whether a job offer is legitimate or suspect that TELUS International's business name is being used for recruitment fraud, please report this immediately to our Talent Acquisition Team at TINA_TalentAcquisition@telusinternational.com .

Additional Job Description

This senior leadership role involves the strategic and operational ownership and management of quality on a complex, dynamic and large-scale, global program. The successful candidate will be highly experienced as a Quality Manager and will be responsible for managing and evolving a quality model to support program performance. The candidate will build, 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

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.