Quality Manager (Bilingual FR/EN)

About the role

The Quality Manager will lead the Quality Team Leads to ensure high‑quality service delivery across a large frontline workforce. This bilingual (French/English) position focuses on improving customer experience, operational efficiency, and employee development within TELUS Digital Morocco.

Key responsibilities

• Oversee Quality Team Leads, ensuring tasks are executed effectively and efficiently.
• Design and implement career development plans for each role to maximize client, operational, and personal effectiveness.
• Conduct final analysis, review, and approval of recommendations that enhance service quality and maintain high CSAT standards.
• Support more than 1,000 frontline FTEs, take and distribute minutes of department meetings.
• Coach CE Team Leads, reinforce strengths, and create customized action plans for improvement.
• Promote cross‑department collaboration and design policies that drive high CSAT performance.
• Participate in internal and external review meetings (WBR, MBR, QBR, YBR) to discuss trends and drive process innovation.
• Ensure proper usage of the Verint tool, maintain data compliance, and coordinate with IT for any outages.
• Manage client communications, align quality assurance with business strategies, and support process improvement initiatives.
• Work with Operations and Workforce teams on headcount forecasting, right‑sizing, and promotion processes.
• Maintain departmental morale, facilitate open communication, and handle administrative tasks such as payroll and status changes.

Required profile

• Current regular employee of TELUS Digital Morocco.
• No disciplinary actions in the past 12 months.
• Minimum one‑year tenure in the current program for promotion‑eligible candidates.
• Bilingual proficiency in French and English.

Required skills

• Proficiency with Verint quality monitoring platform.

What we offer

• Opportunity to shape quality strategy for a large, multilingual contact‑center operation.
• Career development pathways and leadership coaching.
• Collaborative environment with cross‑functional teams.