Basic Information

Ref Number

Req_00136313

Last day to apply

14-Jul-2024

Primary Location

Ballina

Additional Locations

Tampere - Main Office

Country

Ireland

Work Style

Hybrid

Description and Requirements

Quality Manager 

TELUS International focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusinternational.com 


Job Overview:

This exciting, fast paced role will involve managing quality in the innovative Generative AI space in partnership with some of the most globally recognized brands. The successful candidate will have a solid understanding of advancements in Generative AI and a strong quality background.  You will be responsible for developing and implementing the quality function to support multiple projects.   Working with a global team based around the world,  this is a prominent, customer facing role requiring a deep commitment to customer satisfaction, partnership and collaboration.  


Key Responsibilities:

  • Design and implement a quality strategy tailored to the generative AI and LLM projects that aligns with customer and business objectives.

  • Develop and own solutions to establish efficient and effective quality processes and streamline existing processes.

  • Proactively monitor progress and risks, resolve issues and initiate corrective action as appropriate.

  • Consistent and focused analysis and reporting of progress, trends and achievements to ensure continuous enhancements and refinements of the process. 

  • Ability to engage with cross functional customer stakeholder based around the world to collaboratively lead the quality strategy, consult on best practice, and represent the holistic program quality function.

  • Present to customers as the expert on quality and make specific recommendations as to how quality should be measured and monitored.

  • Build effective relationships with internal and external stakeholders to ensure engagement and alignment with quality strategies & business objectives.

  • Stay ahead of advancements in AI technologies and quality assurance practices. Recommend and implement innovative solutions to enhance project outcomes.

Required Skills & Competencies:

  • Deep understanding of large language models, data structures, and generative AI workflows. Experience in deploying and fine-tuning AI technologies

  • Proven ability to design and lead quality assurance processes. Familiarity with modern QA methodologies and tools

  • Strong ability to analyze data, understand trends and derive actionable insights

  • Excellent communication skills with the ability to lead teams and engage effectively with stakeholders at all levels

  • Excellent leadership, interpersonal, listening and communication skills

  • A track record of partnering, internally and externally, in the development, implementation and adoption of quality programmes

  • Ability to thrive in a fast-paced and evolving environment, responsive to technological advancements and project needs

  • High degree of initiative and drive

Qualifications:

  • 3-5 years of quality experience, with at least 2 years in a leadership role within the technology or AI domain.

  • 3rd level qualification in related field or equivalent work experience.

  • Certifications in Quality Management (e.g., CQM, Six Sigma) are highly desirable.

  • Proficiency in English; additional languages are a plus

Additional Job Description

This exciting, fast paced role will involve managing quality in the innovative Generative AI space in partnership with some of the most globally recognized brands. The successful candidate will have a solid understanding of advancements in Generative AI and a strong quality background. You will be responsible for developing and implementing the quality function to support multiple projects.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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