Senior Quality Manager

We are looking for an experienced Senior Quality Manager to join our BPO organization and lead the quality function for our Content Moderation operations across multiple sites. This role will be responsible for developing quality strategies, driving quality performance and analytics, leading Quality teams, and ensuring consistent quality standards and operational excellence across sites.

Key Responsibilities

• Quality Strategy & Governance: Develop and execute the overall quality strategy across multiple sites, establishing consistent quality standards, measurement frameworks, processes, governance, and reporting aligned with client and business requirements.
• Quality Performance & Analytics: Own overall quality performance, analyze quality trends, performance gaps, recurring defects, and risks, and translate quality data into actionable insights and measurable improvement plans.
• Root Cause Analysis & Continuous Improvement: Lead RCA for significant or recurring quality issues, identify underlying causes, and partner with Operations and Training to implement and monitor sustainable corrective actions and continuous improvement initiatives.
• Calibration & Quality Assurance: Ensure consistent policy interpretation, calibration, auditing, sampling, scoring, and defect classification across sites, including appropriate handling of complex, ambiguous, and high-risk cases.
• Quality Team Leadership: Lead, coach, and develop Quality Managers, Quality Leads, and QA teams across multiple sites, while driving consistent performance standards, capability development, succession planning, and a culture of accountability and analytical thinking.
• Cross-Functional & Change Management: Partner closely with Training, Operations, WFM, and other stakeholders to address quality gaps, assess the impact of policy and process changes, and ensure quality readiness for new policies, tools, and workflows.
• Client & Stakeholder Management: Represent Quality in client meetings and business reviews, communicate quality performance, trends, risks, and action plans, manage quality-related escalations, and ensure alignment with client expectations.

Job Requirements

• Bachelor's degree in any field or equivalent work experience.
• For BPO backgrounds: Minimum 2 years of experience as a Senior Quality Manager or 4 years as a Quality Manager.
• For non-BPO backgrounds: Minimum 3 years of experience as a Senior Quality Manager or 5 years as a Quality Manager.
• Excellent English oral and written communication skills (C1/C2 proficiency).
• Strong computer literacy with proficiency in MS Office and Google Workspace (Gmail, Slides, Sheets, Docs, Drive), as well as similar business and communication tools.
• Familiarity with various quality tools and strong working knowledge of Transaction Monitoring.
• Strong analytical and strategic thinking skills with excellent attention to detail.
• Strong presentation skills.
• Proven ability to successfully manage new initiatives while maintaining existing operational requirements and performance.
• Excellent time-management and organizational skills.
• Strong leadership skills with the ability to develop and manage teams across multiple sites.
• Ability to build strong relationships and work effectively with all levels of management and clients.
• Willingness to travel between Da Nang and Hanoi, as well as potentially to other TELUS sites.

Preferred Qualifications

• Six Sigma Green Belt certification or higher is a plus.
• Experience managing training operations across two or more sites simultaneously.
• Previous experience supporting Trust & Safety or Content Moderation programs.
• Experience working directly with international clients and stakeholders.