Basic Information

Ref Number

Req_00092299

Primary Location

Home Office - Costa Rica

Država

Costa Rica

Description and Requirements

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 team at Telus International!

Successful candidates will initially work in search relevance, specializing in the improvement of
search results and aligning delivery to customer expectations and general business requirements. There will also be opportunities to work on additional projects.

We are looking for visionary Quality Controllers to track and resolve quality issues. 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.
  • Be the expert on the required markets 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.
  • Conduct root causes analysis of performance issues on an ongoing 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 and online video production to support performance improvement processes.
  • The role will require a high degree of confidence and experience using internet-based technologies and online research.

General Skills & Expectations

  • Native or proficient Spanish speaker.
  • English - B1 or above - Required
  • 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 correctly apply those guidelines.
  • Team-oriented and collaborative with a high degree of initiative.
  • The ability to adapt and adjust to frequent changes in line with customer requirements & project evolution.
  • Technical Skills & Expectations
  • The successful candidate must have strong Microsoft Office skills, especially Excel and PowerPoint.
  • Experience with data analysis to support decision-making.
  • Practical experience of content authoring tools such as Adobe Captivate a distinct advantage.
  • Experience designing and delivering eLearning content is an advantage.

Additional Job Description

We are looking for visionary Quality Controllers to track and resolve quality issues. 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.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 International, 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.