At TELUS Digital, I led a 25-member operations team across two AI/LLM projects handling approximately 170,000 tasks monthly. Through KPI-driven coaching and QA alignment, I improved task accuracy from 85% to 97% in two months.
I also led the launch of three operational programs, establishing workflows, reporting frameworks, and performance governance. My work included workforce capacity planning, SLA stability, and coordination with QA and BDQA teams, regional operations leadership, and external clients.
