Senior Quality Manager- AI in United States, NV, United States for TELUS Digital
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Senior Quality Manager- AI
Req ID: Req_00184731_US
Location: United States, NV, United States
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Description
Senior Quality Manager - AI
Remote Role.
Role Overview
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 org. 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.
Core Responsibilities
Strategic Partnership & Leadership Support
Support the development and execution of quality strategy and vision
Act as deputy to the Quality Director, representing the quality function in their absence
Provide strategic counsel on complex quality challenges, organizational decisions, and risk management
Translate quality strategy into actionable plans and initiatives across teams
Support the Global Quality Director in board presentations, executive reporting, and strategic planning
Drive alignment between quality strategy and broader organizational objectives
Anticipate future quality needs and proactively develop solutions
Enterprise-Wide Quality Oversight
Provide oversight and governance across your assigned quality team, processes, and initiatives
Ensure consistency in quality standards, methodologies, and practices organization-wide
Monitor quality performance across teams and identify systemic issues or opportunities
Maintain quality frameworks, policies, and governance structures
Drive standardization and best practice adoption across the quality team
Ensure quality operations scale effectively with organizational growth
Coordinate quality activities across the team, departments, and geographies
Maintain holistic view of quality landscape and organizational health
Team Leadership & Development (Indirect & Direct)
Provide leadership, guidance, and support to Quality Team Managers and their teams
Coach and develop Team Managers to build strong leadership capabilities
Support talent management, succession planning, and organizational development
Foster collaboration, knowledge sharing, and cross-team learning
Address complex people issues and escalations across quality teams
Champion diversity, inclusion, and belonging within the quality organization
Build organizational bench strength and leadership pipeline
Create career pathways and development opportunities across quality function
Strategic Initiative Leadership
Lead high-priority, quality initiatives and transformation programs
Drive adoption of emerging technologies (GenAI, LLMs, automation) across quality operations
Champion major process improvements and operational excellence initiatives
Lead cross-functional strategic projects requiring senior-level coordination
Manage change initiatives to evolve quality culture and capabilities
Establish centers of excellence and innovation labs for quality advancement
Pilot and scale innovative quality solutions across the organization
Measure and communicate impact of strategic initiatives to leadership
Governance, Risk & Compliance
Maintain quality governance frameworks and controls
Oversee compliance with regulatory requirements, industry standards, and internal policies
Collaborate with enterprise-level audits and coordinate responses to regulatory inspections
Identify, assess, and mitigate quality-related risks
Ensure audit readiness and maintain documentation standards across the program
Monitor regulatory landscape and ensure proactive compliance
Develop and maintain quality risk registers and mitigation strategies
Serve as primary liaison with external auditors and regulatory bodies
Executive Stakeholder Management
Build and maintain relationships with executives and senior leadership
Influence organizational strategy and decision-making from quality perspective
Manage expectations and negotiate priorities with senior stakeholders
Represent quality function in executive forums and strategic planning sessions
Advocate for quality investments, resources, and organizational priorities
Communicate complex quality concepts to non-technical executive audiences
Cross-Functional Leadership & Collaboration
Lead cross-functional quality councils, committees, and working groups
Partner with senior leaders across Operations, Product, Engineering, Compliance, and other functions
Integrate quality into enterprise processes, systems, and decision-making
Influence organizational culture to embed quality mindset across all functions
Facilitate resolution of cross-functional quality challenges and conflicts
Drive enterprise-wide quality awareness and capability building
Performance Management & Analytics
Drive to meet established quality KPIs, metrics, and performance
Analyze quality data to identify trends, patterns, and strategic insights
Develop predictive models and analytics to anticipate quality issues
Leverage GenAI and advanced analytics for quality intelligence and decision support
Report on quality performance with actionable recommendations
Benchmark quality performance against industry standards and competitors
Drive data-driven decision-making across your program
Help establish quality scorecards and performance management systems
Budget & Resource Management
Support Global Quality Director in budget planning, forecasting, and resource allocation
Manage significant quality budgets and investments across teams
Optimize resource utilization and drive cost efficiencies
Justify and secure funding for strategic quality initiatives and tools
Oversee vendor relationships, contracts, and technology investments
Ensure ROI on quality investments and demonstrate business value
Plan for future resource needs aligned with strategic direction
Key Accountabilities
You are accountable for:
Support the Global Quality Director with achieving strategic quality objectives
Program quality performance, consistency, and excellence
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
AdHoc assignments and support
Required Competencies
Executive Leadership & Strategic Thinking
Proven ability to operate at executive level and influence senior leadership
Strategic planning and execution at enterprise scale
Visionary thinking and ability to anticipate future trends
Business acumen and understanding of organizational dynamics
Change leadership and transformation management
Political savvy and organizational navigation skills
Executive presence and gravitas
Advanced Quality Expertise
Deep expertise in quality management systems, methodologies, and frameworks
Mastery of quality standards (ISO, Six Sigma, Lean, TQM, etc.)
Advanced knowledge of regulatory compliance and audit processes
Expertise in quality analytics, metrics, and performance management
Understanding of emerging quality technologies (GenAI, LLMs, automation, AI/ML)
Industry-specific quality knowledge and best practices
Thought leadership in quality management
People Leadership & Organizational Development
Experience leading leaders and managing through multiple organizational layers
Talent development and succession planning capabilities
Coaching and mentoring
Building high-performing, scalable organizations
Cultural transformation and change management
Conflict resolution
Ability to inspire and motivate across the organization
Communication & Influence
Exceptional executive communication and presentation skills
Ability to influence and persuade at all organizational levels
Strategic storytelling and narrative development
Stakeholder management across diverse audiences
Negotiation and consensus-building abilities
Written communication for Clients, internal stakeholders and leadership
Crisis communication and issue management
Operational Excellence & Innovation
Program and portfolio management expertise
Innovation management and technology adoption
Risk management and mitigation
Vendor and contract management
Continuous improvement methodologies
Collaboration & Partnership
Cross-functional leadership and collaboration
Building strategic partnerships internally and externally
Facilitation and consensus-building skills
Emotional intelligence and relationship management
Cultural sensitivity and inclusive leadership
Network building and community engagement
Experience Requirements
Minimum: 10-12+ years of progressive experience in quality management, with increasing leadership responsibility
Leadership: 5-7+ years managing quality teams, including experience leading managers
Strategic: Proven track record of leading enterprise-wide initiatives and strategic programs
Education: Bachelor''s Degree required; Master''s Degree in Quality Management, Business Administration, Engineering, or related field preferred
Certifications: Advanced quality certifications required (e.g., Six Sigma Master Black Belt, ASQ CQM/CQE, ISO Lead Auditor, etc.)
Key Relationships
Direct Reporting
Reports to: Global Quality Director
Direct reports: Quality Team Managers, Senior Quality Leads, Specialists, Quality Controllers.
Key Internal Stakeholders
Executive Leadership Team
Global Quality Director
Quality Team Managers and Quality Leads (entire quality organization)
Senior leaders across all functions (Operations, Product, Engineering, Compliance, HR, Finance, etc.)
Internal Audit
Risk Management
Legal and Compliance
External Stakeholders
External consultants and advisors
Technology and tool vendors
Clients/customers (enterprise level)
Certification bodies
Key Performance Areas
Strategic Execution
Achievement of strategic quality objectives and initiatives
Alignment between quality strategy and business outcomes
Innovation and transformation impact
Stakeholder confidence and satisfaction
Operational Excellence
Quality KPI performance
Compliance and audit results
Process efficiency and effectiveness
Cost of quality optimization
Leadership & People
Quality organization engagement and retention
Leadership development and succession readiness
Team capability and competency growth
Organizational culture and quality mindset
Governance & Risk
Regulatory compliance rate
Audit readiness and results
Risk mitigation effectiveness
Governance framework maturity
Business Impact
Quality''s contribution to business objectives
ROI on quality investments
Customer/stakeholder satisfaction
Competitive positioning and industry recognition
Core Behaviors & Leadership Expectations
As a Senior Quality Manager, you are expected to:
Lead with Vision: Articulate compelling vision for quality excellence and inspire others to achieve it
Drive Results: Deliver on commitments and hold self and others accountable for outcomes
Think Strategically: See the big picture, anticipate future needs, and make decisions with
long-term impact in mind
Build Capability: Develop people and organization to achieve sustainable excellence
Collaborate Broadly: Build partnerships across boundaries and create win-win solutions
Innovate Continuously: Challenge status quo and drive adoption of new approaches and technologies
Act with Integrity: Model ethical behavior and ensure quality function operates with highest standards
Communicate Effectively: Ensure clarity, transparency, and alignment through all communications
Embrace Change: Lead through ambiguity and help organization navigate transformation
Focus on Customer: Keep end customer and stakeholder needs at center of quality decisions
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.
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