Quality Manager [Call Center/BPO] - Casablanca

Company :

TELUS International is a leader in digital customer experience innovation, designing, developing, and delivering cutting-edge digital solutions for global and innovative brands.

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

We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All employment decisions, including hiring and promotion, are based on qualifications, merit, skills, and candidate performance, without regard to any diversity-related characteristics.

Company culture :

TELUS Digital stands out for its innovation-driven culture, where creativity, agility, and the continuous search for new solutions play a central role. This innovative mindset is reinforced by a strong spirit of collaboration, fostering teamwork, active listening, and talent development. The company also values performance, encouraging employees to achieve ambitious goals and continuously improve, while relying on structured processes that ensure efficiency and quality. This balance between innovation, collaboration, and operational excellence creates a dynamic, people-centered, and future-focused work environment.

Job :

Oversees CE Team Leads to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs & implements career development plans for each role to ensure maximum client, operational, and personal effectiveness. Responsible for final analysis, review & approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards. Supports a ratio of more than 1000 frontline FTEs

Takes and distributes minutes of department meetings.

Coaching and Development - Supports CE Team Leads through regular and consistent coaching.

Reinforces team strengths and creates customized action plans to develop areas of opportunities within team members. Properly documents development and progress.

Collaboration - Encourages collaboration amongst other departments to contribute to company's and business strategies. Designs and implements action plans, policies, and procedures to guarantee high CSAT performance of the company as directed by Management.

Operational Review - Actively participates within internal and external meetings (WBR, MBR, QBR, YBR, etc) to discuss trends, action plans and reinforces strengths to progress within account. Provides recommendations for possible solutions, and drives process innovation.

Verint - Ensures tool's usage, as well as self-training for all available versions, practices and maintains an open communication with IT, and TI POC to report any outages, etc. Maintains updated data to comply with recording according to client SOW. Ensures team members are utilizing the tool as well as trained to take advantage of all functionalities.

Client Relations - Manages client communication and is the point of contact to align Quality Assurance, business strategies, and contributes as partners to develop process improvement between TELUS International & the client.

HC Forecasting and Right-sizing - Works with Operations and Workforce in determining FTE forecasts and maintains support-to-agent ratios based on set agreements or SOW. Handles headcount requisition and ensure promotions and movements are completed.

Team Management - Designs improvements for departmental structures geared at providing career opportunities and growth for CE staff. Keeps abreast of departmental morale as derived from discussions with CE staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to illicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by CE team members. Performs administrative tasks such as payroll, status change forms, 202 folders, etc.

Required profile :

Proficiency with MS Office applications (i.e. MS Word, Excel, etc.)

Knowledge of Business Process Improvement frameworks such as Six Sigma, COPC, ISO, Project Management skills and MS officework

For external candidates, at least 6 years working experience in a call center, at least 5 years within the quality space and 3 years as a manager with impeccable performance. If external, additional requirement should have coaching experience

Strong Analytical skills. Good problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Good multi-tasking skills. Excellent supervisory and management skills.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional distance Tenacity Need for action Team work Involvement at work Organization