Quality and Training Manager

The LS & CE Manager - Quality and Training position at TELUS Digital requires overseeing LS & CE Team Leads to ensure effective and efficient task execution. The role involves designing and implementing career development plans for each position to maximize client, operational, and individual effectiveness. As the Manager, you will be responsible for onboarding new team members through new hire classes, conducting Quality analysis, reviewing, and approving recommendations to enhance service quality, and maintaining high Customer Experience standards. The position supports a frontline FTE ratio of more than 500. In this role, you will be expected to collaborate with other departments to align with company and business strategies. You will actively participate in various internal and external meetings to discuss trends, action plans, and process innovation. Additionally, you will manage client communication and serve as the primary point of contact for aligning Quality Assurance and business strategies. Your responsibilities will also include collaborating with Operations and Workforce to determine FTE forecasts, new hire training scheduling, and maintaining support-to-agent ratios as per agreements or SOW. You will handle headcount requisition and ensure that promotions and movements are processed efficiently. As the LS & CE Manager - Quality and Training, you must possess excellent communication and interpersonal skills, strong leadership and team management abilities, and exceptional problem-solving and conflict resolution skills. You should be able to analyze data to make strategic decisions and be proficient in MS Office, Google Sheets, Docs & Slides. A Bachelor's degree is mandatory for this role, along with a total of 10 years of International Voice experience and at least 2 years of experience as a Manager in Quality & Training. Comfort with night shifts and on-site roles is also required. TELUS Digital is an Equal Opportunity Employer committed to creating a diverse and inclusive workplace where all aspects of employment, including hiring and promotion decisions, are based on applicants" qualifications, merits, competence, and performance without regard to any characteristic related to diversity.,