Job Description

Description and Requirements

The Qualification Manager oversees the design, implementation, and optimization of qualification processes to ensure compliance, efficiency, and alignment with organizational standards. This role drives continuous improvement, manages qualification frameworks, and ensures that teams, systems, and processes meet established quality and performance requirements.

Key Responsibilities

• Develop, implement, and manage qualification strategies, policies, and procedures.

• Oversee qualification frameworks to ensure compliance with industry standards and internal guidelines.

• Collaborate with cross-functional teams (Quality, Training, Operations, and Compliance) to ensure consistent qualification practices.

• Monitor, analyze, and report on qualification outcomes, identifying opportunities for improvement.

• Ensure qualification requirements are aligned with business objectives and regulatory needs.

• Manage documentation, audits, and reviews related to qualification processes.

• Provide leadership, coaching, and support to qualification specialists/analysts.

• Drive continuous improvement initiatives to enhance qualification efficiency and effectiveness.

Requirements

• Education: Bachelor’s Degree in Business Administration, Human Resources, Quality Management, or a related field (or equivalent experience).

• Experience: 3–5 years in qualification management, quality assurance, compliance, or process management. Previous leadership or supervisory experience is preferred.

• Knowledge of qualification standards, regulatory requirements, and compliance frameworks.

• Experience working with audits, performance tracking, and reporting.

Skills:

• Strong analytical and problem-solving abilities.

• Excellent organizational and project management skills.

• Effective communication and stakeholder management skills.

• Ability to lead and motivate cross-functional teams.

• Attention to detail and commitment to accuracy.

• Proficiency with digital tools, reporting systems, and workflow management platforms

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 changes 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.  

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

Additional Job Description

The Qualification Manager oversees the design, implementation, and optimization of qualification processes to ensure compliance, efficiency, and alignment with organizational standards. This role drives continuous improvement, manages qualification frameworks, and ensures that teams, systems, and processes meet established quality and performance requirements.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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