Remote Customer Experience Manager at Telus Digital

By /
  • Full Time
  • Anywhere

Req ID: ReqEG-271
Location: Cape Town, South Africa

 

Description

Position Title:   Manager, CX OPERATIONS QA
As a Manager, CX OPS QA, you will lead the overall QA strategy and performance for your assigned local/regional accounts. Your primary focus will be on the daily management of the QA team, ensuring they achieve performance targets and consistently deliver high-quality output. You will also be the main advocate for maintaining QA standards at the local/regional level.
Responsibilities:
  • Directly manage the performance of Sr TLs, CX OPS QA/ TLs, CX OPS QA and CX OPS QAs, providing regular coaching, feedback, and development plans for assigned regional or local accounts in a shared model ecosystem.
  • Report to the Regional QA Leader/ Sr QA Manager, review and approve all new QA hirings, in line with the client’s strategy and budget assumptions.
  • Refine and optimize QA organizational structure across supported clients (Sr TLs/TLs, and QAs) and ensure alignment with client objectives, execution, and foster consistency.
  • Provide regular quality performance updates, scorecards, and actionable insights to Senior QA Managers (where applicable) and OPS teams, including management of deviations and corrective action plans.
  • Set priorities, allocate resources, and ensure consistent execution of quality monitoring, calibration sessions, and performance evaluations.
  • Ensure the team meets or exceeds KPIs, SLA compliance, and performance goals.
  • Act as a local escalation point of contact to ensure the quick resolution of issues.
  • Establish regular check-ins with Local OPS Leaders (weekly or bi-weekly), participate in monthly reviews with Senior OPS QA, Training, and Operational Managers, Directors, and VPs, maintain open lines of communication with the client-facing POCs, and report to senior leadership on global performance and strategic initiatives
  • Analyze account performance data to identify areas for improvement and implement performance improvement plans.
  • Ensure accurate and transparent reporting, including dashboards, scorecards, deviation root-cause analysis, and compliance monitoring.
  • Encourage cross-teams’ best practices, and drive adoption of tools/co-pilots and methodologies within supported clients’ ecosystems.
  • Enable a culture that retains the best talent. Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship
Qualifications:
  • 5+ years of work experience, ideally in quality assurance; 2+ years managing a direct team
  • Bachelor’s degree in Business Administration, Communications, Quality Management, or related field
  • Proven experience as a QA leader or manager in a call center or BPO environment.
  • Professional Certifications: Six Sigma, ATD, COPC, or any other certification in the related field is desired
  • Demonstrated ability to manage and motivate a team to achieve performance goals.
  • Strong analytical skills with experience in using quality metrics to drive improvement.
  • Excellent communication and problem-solving skills.
Personal Attributes:
  • Passionate about operational/ quality assurance and continuous improvement.
  • Strategic thinker with a proactive and solution-oriented approach.
  • Ability to work in a fast-paced, dynamic environment with multiple priorities.
  • Culturally aware and able to work effectively with diverse teams and clients.

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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