Quality Team Leader – Banking & Financial

About the role

The Quality Team Leader supports Quality Analysts and ensures that all quality‑related tasks are executed efficiently for banking and financial clients. The role designs career development plans, analyses service performance, and delivers recommendations to improve customer experience and operational KPIs.

Key responsibilities

• Support Quality Analysts and oversee the effective execution of their tasks.
• Design and implement career development plans for each analyst.
• Analyse data, draft recommendations and generate internal and external reports on Customer Experience (CX) metrics and Root Cause Analysis (RCA).
• Conduct root‑cause and process‑gap analysis for executive escalations and client complaints.
• Manage Customer Experience (CE) audit form findings, results, disputes and correlations with business KPIs.
• Collaborate with internal and external stakeholders to build and update CE audit guidelines for new lines of business.
• Ensure proper usage of the Verint tool, maintain data compliance and report outages to IT.
• Align with operations by presenting findings, trends and recommendations to the AGM and CE Manager during business reviews.
• Perform transactional monitoring, health‑check audits and random re‑audits of CE analysts to verify quality delivery.

Required profile

• Regular employee of TELUS Digital Morocco with no disciplinary action in the past 12 months.
• Minimum tenure of 1 year for promotion to Officer level, 2 years for Manager level, and 1 year for lateral moves.
• Passing scorecard defined by Objectives + TELUS Values, with an average 6‑month scorecard of “ACHIEVING” for promotion or “DEVELOPING” for lateral movement.
• Ability to attach a resume in Workday when applying.
• Commitment to adhere to internal policies and performance standards.

Required skills

• Proficiency with the Verint call‑recording and analytics platform.
• Strong data analysis and root‑cause analysis capabilities.
• Experience managing audit forms and interpreting CX KPI data.