Quality & Training Manager

POSITION SUMMARY

This exciting, fast-paced role will involve managing both quality assurance and training strategies on a large, complex, and dynamic program. The successful candidate will be responsible for developing and implementing a holistic quality and learning strategy, including evolving the quality model and training frameworks to drive program performance. The candidate will oversee the management, growth, and development of a large, multi-national quality and training team. This is a prominent, strategic, customer-facing role requiring a deep commitment to customer satisfaction, continuous improvement, partnership, and collaboration.

RESPONSIBILITIES

Strategic Leadership & Process Optimization

• Dual-Function Leadership: Lead the quality and training activities on a well-established program that is evolving and active on a global scale
• Team Development: Lead and develop a team of quality professionals and trainers to ensure the delivery of metrics aligned to customer and business requirements
• Process Evolution: Develop and own solutions to establish efficient quality and training processes, streamlining existing workflows for maximum impact
• Innovation: Participate and lead in the development of new quality processes, training modules, instructional design frameworks, and evaluation tools
• Technical KPI Oversight: Deeply analyze and track core AI data quality metrics - specifically Precision and Recall - to pinpoint whether quality gaps stem from systemic model issues or training deficiencies, and pivot learning strategies accordingly

Analysis, Risk & Collaboration

• Insightful Reporting: Perform consistent and focused analysis and reporting of program progress, quality trends, training effectiveness (ROI), and achievements
• Proactive Mitigation: Proactively monitor progress and risks, resolve performance gaps, and initiate targeted training interventions or corrective actions as appropriate
• Stakeholder Engagement: Engage with cross-functional customer stakeholders (engineers, developers, analysts, product owners, vendor managers) to collaboratively lead the quality and training strategy, consult on best practices, and represent the holistic program function
• Relationship Building: Build effective relationships with internal and external stakeholders to ensure engagement and alignment with business objectives
• Travel: Travel may be required for QBRs, other customer visits, and project-related travel

Community Upskilling & Team Management

• Ensure the necessary support, training interventions, and education are in place to enable our Community to deliver best results in line with program quality metrics
• Establish an integrated feedback loop where quality insights directly inform training priority areas, consensus grouping, and immediate feedback labs
• Performance & Onboarding: Responsible for team performance appraisals, talent development, interviewing, and ensuring new/existing team members are successfully onboarded, inducted, and trained to a high standard

Skills & Experience

• Experience: 3 to 5 years of quality management experience within the AI domain is essential.
• Leadership: Proven team leadership experience managing multi-disciplinary or global teams (Quality Analysts, Trainers, Instructional Designers) required.
• Client Management: Customer-facing experience required, with a track record of partnering internally and externally to implement programs.
• Methodologies: Deep, broad knowledge of adult learning principles and Quality Assurance methodologies.
• Data Fluency: Well-developed data analysis skills; ability to translate quality metrics into actionable training needs assessments.
• Adaptability: It is essential that the successful candidate has experience working in a fast-paced, dynamic, and customer-focused environment.
• Communication: Excellent leadership, interpersonal, listening, and public speaking/facilitation skills.
• Project Management: Strong planning, organizational, and project management skills with the ability to find ways of solving or pre-empting performance gaps.

Disclaimer if you are an internal and external candidate:

• Only shortlisted candidates will be contacted/interviewed.
• Kindly attach an updated Copy of your CV in English.

Disclaimer if you are an internal candidate:

• Remember, if you are a new team member and you have worked less than 6 months at TELUS, you might not be eligible to apply to a new position, kindly consult your local HR Manager for more information.
• The role is automatically posted for 7 days.

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.