Senior Quality Manager- AI

Senior Quality Manager- AI TELUS Digital - 3.5 Las Vegas, NV Job Details 16 hours ago Qualifications AI models Vendor relationship building Crisis communication public relations campaigns Strategic goal setting Automation ISO standards Crisis communication planning Coaching Talent management AI tools proficiency Operations transformation Six Sigma methodology implementation Employee retention Contract management in technology Leadership development Digital transformation Inclusive leadership practices Team development Cultural competency Bachelor's degree Quality risk management Machine learning Industry trends Conflict management Mentoring Vendor relationship management Contracts Leading team collaboration initiatives Vendor contract management Networking through strategic partnership building Full Job Description 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.