Senior Quality Manager- AI

Description

The Senior Quality Manager- AI serves as a strategic partner to the Quality Director, providing senior leadership, operational oversight, and strategic support across a designated organization. This role bridges executive leadership and operational teams, driving quality initiatives, ensuring organizational alignment, and building quality excellence at scale. The Senior Quality Manager acts as an advisor, change agent, and escalation point while supporting the Global Quality Director in shaping quality strategy, governance, and organizational capability. The role is client facing. A suitable candidate has experience working with leading tech organizations, is strongly adaptable for a fast-paced business environment and must be an “out of the box” thinker.

KEY ACCOUNTABILITIES

• Support the Global Quality Director to achieve strategic quality objectives;
• Program quality performance, consistency, and excellence;
• Monitor KPIs that directly impact customer satisfaction, regulatory compliance, operational efficiency, and cost monitoring;
• Successful execution of strategic quality initiatives and transformation programs;
• Quality governance, risk management, and regulatory compliance;
• Development and capability of quality leadership team (Team Managers and Quality Leads);
• Executive stakeholder satisfaction and confidence in quality function;
• Cross-functional integration of quality into organizational processes;
• Innovation and continuous improvement at scale;
• Quality culture development and program change management;
• Strategic resource allocation and budget optimization;
• Representing quality function at Client meetings and internal leadership;
• Organizational readiness for audits, certifications, and regulatory requirements;
• Scalability and sustainability of program quality operations;
• Ad hoc assignments and support.

REQUIREMENTS

Experience & Leadership Requirements:

• Experience working with world's largest technology companies and internet/digital platforms is a mandatory requirement;
• 10-12+ years of progressive experience in quality management with increasing leadership responsibility;
• 5-7+ years managing quality teams, including experience leading managers and international teams;
• Deep expertise in quality management systems, methodologies, and frameworks;
• Strong knowledge of quality standards and methodologies (ISO, Six Sigma, Lean, TQM, etc.);
• Advanced understanding of regulatory compliance and audit processes;
• Proven track record of leading enterprise-wide initiatives and strategic programs;
• Expertise in continuous improvement methodologies, and operational excellence initiatives;
• Experience in direct client communication;
• Proven ability to build strategic partnerships, facilitate alignment and drive consensus across internal and external stakeholders;
• Experience in innovation management, technology adoption and risk mitigation;
• Strong cross-functional leadership, collaboration, and stakeholder management skills across global and diverse teams;
• Strong relationship management, cultural awareness and inclusive leadership capabilities;
• Willingness to travel internationally.

Education & Certifications:

• Bachelor’s Degree required; Master’s Degree in Quality Management, Business Administration, Engineering, or related field preferred;
• Advanced quality certifications required (e.g., Six Sigma Master Black Belt, ASQ CQM/CQE, ISO Lead Auditor, etc.);

For this role, we are able to consider candidates who already hold valid work authorization in United Kingdom.

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

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.