Manager, Quality Engineering

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

An integral segment of our company is Fuel iX™, TELUS Digital's proprietary generative AI engine. Fuel iX™ empowers businesses to transition their generative AI initiatives from concept to operational reality quickly, securely, and responsibly. This powerful tool enhances TELUS Digital’s ability to create and implement solutions that not only elevate customer engagement but also address complex business challenges.

Location & Flexibility

Our Quality Engineering Managers are integral parts of our Fuel iX team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity [Tuesdays, Wednesdays, and Thursdays]. This role can be located in Columbus, OH, Charlottesville, VA, or Durham, NC. 

The Opportunity

This Manager, Quality Engineering will involve the direct management of a Quality Engineering team (test engineering, QA, SDET) while also acting as a player-coach, guiding the team on strategy and direction. A key focus will be on the opportunity and challenge of scaling AI usage in automation and test strategy.

Responsibilities 

• Strategy and Implementation: Be reasonably hands-on in designing and implementing a new testing strategy across teams, with a particular focus on leveraging AI for automation.
• Collaboration and Influence: Interact with peer engineering managers to ensure buy-in for evolving testing practices. Be accountable for measuring outcomes, while other managers will be accountable for implementing the process.
• Team Evolution: Guide the evolution of the current Quality Engineering team, with roles adapting rather than being phased out. Possess some attributes of a Quality Architect, and potentially support the future hiring or promotion of a dedicated Quality Architect role.
• Data-Driven Approach: Be comfortable working in a data-driven environment, building reports and analyzing metrics.

Key Performance Indicators (KPIs) 

The Quality Engineering Manager will be accountable for the following functional KPIs, leaning on the DORA framework:

• Test coverage
• Percentage of automation
• Release-failure rates
• Time-to-recover rates
• Deployment frequency
• Telemetry coverage, including AI-usage and coverage.

Additionally, lead-time will be a common KPI across all managers, as many of the problems highlighted in the document relate to hand-offs between roles and require joint responsibility; understanding and monitoring the SPACE framework metrics will be part of this.

Vision for Quality 

The vision for quality driven by this manager will involve a significant shift left in quality engineering, with a strong emphasis on observability as a key component. There is a clear opportunity to completely rethink and overhaul tooling and processes with automation through AI and other advancements. While this is not an SRE role, some overlapping qualifications are needed within the team for success, so an interest in this overlap is important.

Qualifications 

• Technical Skills: Expertise in testing frameworks and methodology, a strong understan