Quality Assurance & Production Support Lead

Quality Assurance & Production Support Lead

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Join our team and what we'll accomplish together Are you ready to lead the charge in Quality Assurance and deliver impactful solutions? Are you energized by client collaboration, operational excellence, and driving continuous improvement? We're seeking a dynamic Quality Assurance & Production Support Lead to take a pivotal role in ensuring exceptional software implementation and ongoing client satisfaction. In this role, you'll help shape the future of service delivery while working with a passionate, collaborative team that embraces innovation and flexibility.

What Makes This Role Exciting

• A Two-Phase Opportunity: Phase One: You'll serve as the QA and Production Lead, where you'll drive the implementation and enhancement of the testing strategy during the client's User Acceptance Testing (UAT), ensuring a successful go-live. Phase Two: Post-implementation, you'll transition into the Production Support Service Delivery Manager role, leading a team of analysts to deliver day-to-day client administration services and optimizing operational efficiency.
• Embrace Career Growth: Elevate your skills and grow in a role that balances leadership, innovation, and collaboration.
• Flexible Work Model: Whether in-office, hybrid, or remote, our setup gives you the freedom to thrive.
• Comprehensive Benefits: Enjoy a supportive environment with a flexible schedule, employer-contributed 401K plan, and more.

What You'll Do

Quality Assurance Leadership

• Execute robust test strategies to ensure smooth software implementation.
• Collaborate with project managers to align on testing schedules and deliverables.
• Act as a trusted point-of-contact for clients, empowering them with reliable testing strategies.
• Monitor, coordinate, and lead activities during UAT, serving as a champion for quality and risk mitigation.
• Contribute to QA best practices and leverage artificial intelligence to create innovative testing solutions.

Production Support Leadership

• Build and lead a team of Service Delivery Analysts to ensure high-quality client support.
• Maintain operational excellence by optimizing processes and identifying continuous improvement opportunities.
• Develop strong client relationships through proactive communication, trust-building, and responsiveness.
• Manage escalations with a solutions-oriented approach and mitigate operational risks effectively.
• Serve as the client's primary operational contact, ensuring consistent service satisfaction.

What You Bring

• A university degree in computer science, engineering, business, or a similar field.
• 8+ years of QA experience (with a minimum of 5 years in a leadership capacity).
• Proven expertise with Agile methodologies and software testing processes (experience with offshore teams is a bonus!).
• Exceptional knowledge of QA best practices and industry standards.
• Excellent relationship building skills to build trust and ensure client confidence in our team and in our solution.
• Outstanding organizational skills paired with sharp problem-solving abilities.
• Strong attention to detail and excellent communication skills
• Leadership experience in operational support environments and client-facing roles.
• Eagerness to travel within Canada or the US as needed.

Why Join Us

When you're part of our team, you're not just joining a company—you're embarking on an adventure to continually innovate, improve, and inspire. Here's what working with us looks like:

• Collaborating with a motivated team that shares your vision for excellence and innovation.
• Contributing to meaningful client solutions that make an impact.
• Growing personally and professionally through challenging mandates and exciting projects.

Take the Lead in Quality & Service Excellence If you're a solutions-oriented leader with a passion for delivering high-quality service, we'd love to hear from you. Start your next adventure with us and make a real difference in how we deliver service and innovation to our clients.

A bit about us We're a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies' Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.