About TELUS Digital
TELUS Digital focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With over 70,000 team members and supporting 50+ languages in thirty-two (32) Countries across North and Central America, Europe and Asia, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking and a caring culture that puts customers first. The company's solutions cover customer experience, digital transformation, IT lifecycle, advisory and digital consulting, risk and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services, fintech, gaming, travel & hospitality and healthcare industries.
Learn more at: telusdigital.com .
Position Overview
Quality Manager
This exciting, fast paced role involves managing quality on a complex and dynamic program. The successful candidate will be 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. The role will be onsite.
Responsibilities:
Lead the quality activities on a program that is active on a large scale
Lead and develop a team of quality 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 perspective - interacting, communicating and partnering in weekly meetings, QBRs, written communication or any other formats as needed
Travel may be required for QBRs, other customer visits and ad hoc project related travel
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 wider community to deliver best results in line with program quality metrics
Responsible for quality team performance appraisals and team development
Interviewing, hiring & ensuring team members are inducted and trained to a high standard
Essential Skills & Experience:
Several years experience as a Quality Manager essential
3rd level qualification in related field or equivalent work experience
Team leadership and customer facing 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