Basic Information

Ref number

Req_00080005

Primary Location

Ballina

Description and Requirements

Additional Job Description

Do you thrive in a dynamic and challenging environment? Are you passionate about improving the quality of data in a big data environment? Do you inspire others to follow your lead?

Then, join our agile team at TELUS International and be part of our exciting story!

 

Successful candidates will work within the online advertising and search engine market, specializing in improving the results and quality of internet search and advertising.  Providing cultural and language expertise for the assigned markets and aligning delivery to customer expectations and general business requirements.

 

We are looking for visionary Quality Controllers to track and resolve quality issues in our various international markets.  In this role, you will employ your analytical and problem-solving skills to find innovative and creative ways to address quality challenges and continually improve the experience of our customers. Through your leadership and mentoring, you will establish a productive and supportive relationship with our team of remote workers and ensure the successful implementation of your quality improvement initiatives.

 

Responsibilities:

  • Manage the performance of and regularly interact with a large number of work-at-home  “cloud based” resources,  through supervision and mentoring

  • Be the expert on the assigned market(s) in order to foresee and pre-empt quality issues and continuously bring improvement to the quality of our data

  • A key responsibility of the role is to provide relevant language and cultural expertise for the business and customers, including how users interact with online advertising & search engines

  • Conduct root cause analysis of performance issues on an on-going basis with follow-up through the design, implementation and results measurement of quality improvement programs, providing reports and recommendations to management

  • Provide educational support through the creation of eLearning materials, online video production and webinar hosting, to support performance improvement processes

  • The role will require a high degree of confidence and experience using internet-based technologies and online research

  • Flexibility to adjust to frequent change in line with customer requirements & project evolution

General Skills & Expectations

  • Candidates must be multilingual (English is mandatory) and have extensive cultural, political and economic knowledge of the area in which your language(s) are spoken.
  • 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 or equivalent work experience is 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
  • Desire to question and improve existing processes and the ability to adapt to change
  • Team oriented and collaborative with a high degree of initiative

 

Technical Skills & Expectations

  • The successful candidate must have strong Microsoft Office skills, especially Excel and PowerPoint

  • Experience with Google Suite an advantage

  • Practical experience with SQL is an advantage.

  • Working knowledge of SharePoint is an advantage, with practical experience of content authoring tools such as Adobe Captivate a distinct advantage.

  • Experience designing and delivering eLearning content is an advantage.

  • Experience with data analysis to support decision-making.

  • The successful candidate must be fluent in English and at least one other language