Quality Manager - [Bilingual FR/EN]

Overview

Oversees Quality Team Leads to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs & implements career development plans for each role to ensure maximum client, operational, and personal effectiveness . Responsible for final analysis, review & approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards. Supports a ratio of more than 1000 frontline FTEs Takes and distributes minutes of department meetings.

Coaching and Development

Supports CE Team Leads through regular and consistent coaching. Reinforces team strengths and creates customized action plans to develop areas of opportunities within team members. Properly documents development and progress.

Collaboration

Encourages collaboration amongst other departments to contribute to company’s and business strategies. Designs and implements action plans, policies, and procedures to guarantee high CSAT performance of the company as directed by Management.

Operational Review

Actively participates within internal and external meetings (WBR, MBR, QBR, YBR, etc) to discuss trends, action plans and reinforces strengths to progress within account. Provides recommendations for possible solutions, and drives process innovation.

Verint

Ensures tool’s usage, as well as self-training for all available versions, practices and maintains an open communication with IT, and TI POC to report any outages, etc. Maintains updated data to comply with recording % according to client SOW. Ensures team members are utilizing the tool as well as trained to take advantage of all functionalities.

Client Relations

Manages client communication and is the point of contact to align Quality Assurance, business strategies, and contributes as partners to develop process improvement between TELUS International & the client.

HC Forecasting and Right-sizing

Works with Operations and Workforce in determining FTE forecasts and maintains support-to-agent ratios based on set agreements or SOW. Handles headcount requisition and ensure promotions and movements are completed.

Team Management

Designs improvements for departmental structures geared at providing career opportunities and growth for CE staff. Keeps abreast of departmental morale as derived from discussions with CE staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to illicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by CE team members. Performs administrative tasks such as payroll, status change forms, 202 folders, etc.

Minimum requirements for internal applicants:

• Must be a regular employee of TELUS Digital Morocco
• Should not have any form of disciplinary action in the past 12 months

Employee Movement

For Promotions: Minimum of one (1) year tenure within the current program if applying for Support to Officer level roles while a minimum of two (2) years tenure within the current program if applying for a Manager and up role.

For Lateral: Must have at least one (1) year of continuous tenure within the current program.

Passing scorecard:

• Passing scorecard defined as Objectives + TELUS Values
• Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope.
• Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).

Important reminders:

• All applicants are required to attach their resume before submitting the application in Workday
• All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department
• The Talent Acquisition (TA) team can only process your application once it has been fully approved
• For inquiries, email us at tisa_morocco_corporaterecruitment@telusinternational.com

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 iXTM, 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.