Basic Information

Ref number

Req_00065844

Primary Location

Ballina

Description and Requirements

Additional Job Description

The team at Telus International is seeking a Quality Controller to specialize in improving the results of internet search for the United States (US) market. The role will be a remote-based role in Ireland.


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.
  • A key responsibility of the role is to 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. Cultural understanding of how these resources work is critical.
  • Measure adherence of resources to strict sets of guidelines and rules, utilising performance data from operating systems.
  • Conduct root cause analysis of performance issues of resources on an on-going 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 practice 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 be from the US or, will have lived and worked recently in the US 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 organisation 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 behaviour.
  • 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 a distinct advantage.
  • Experience designing and delivering eLearning content an advantage.
  • Experience with data analysis to support decision-making an advantage.