Basic Information
Ref Number: Req_00144940
Primary Location: IE - Ballina - Emmett
Country: Ireland
Description And Requirements
Quality Controller US
Ireland, Hybrid role
The team at TELUS Digital AI Data Solutions is seeking a Quality Controller to specialize in improving the results of internet search for the United States (US) market.
The successful candidate must have previously lived in the US and have extensive cultural, political, and economic knowledge of the region. Deep, market-specific familiarity with US cultural nuances is integral to this role. These insights will feed into customer analytics to improve and localize online experiences for US-based service users.
Responsibilities
* Work within a global team of Quality Controllers.
* Provide cultural expertise of the US for the business and customers, including how users interact with global search engines.
* Manage the performance of and regularly interact with a large number of US work-at-home “cloud-based” resources, who work on projects to improve internet search results.
* Measure adherence of resources to strict sets of guidelines and rules, utilizing performance data from operating systems.
* Conduct root cause analysis of performance issues of resources on an ongoing basis, then develop and measure improvement programs, providing reports and recommendations to management.
* Manage the design, implementation, and delivery of specific training, through web-based eLearning materials, online video production, and webinars.
* Communicate with peers to leverage best practices and consistency across all markets.
* The role will require a high degree of confidence, experience, and cultural knowledge of using internet-based technologies and online research.
General Skills & Expectations
* The successful candidate will have worked recently in the US/with the US market for a minimum of 5 years.
* Must have deep-rooted familiarity with current and historical business, media, sport, news, social media, and cultural affairs of the US market.
* Must have a robust working knowledge of the internet and social media in the US.
* Demonstrate verbal, written, and listening skills, with the ability to provide expertise at all levels of the business and with customers.
* Time management and organization skills are essential.
* 3rd Level Qualification essential.
* The ideal candidate will have strong research skills, with the ability to read and understand complex guidelines, and to apply those guidelines to user behavior.
* Ability to collaborate both internally and externally of the business is essential.
Technical Skills & Expectations
* The successful candidate must have strong Microsoft Office skills or Google Suite skills.
* Practical experience of content authoring tools is a distinct advantage.
* Experience designing and delivering eLearning content is an advantage.
* Experience with data analysis to support decision-making is an advantage.
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications, and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources, and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.
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