Quality Controller

Job Description

The team at Telus International is seeking a Quality Controller to specialize in improving the results of internet search for the Indian market.

The successful candidate must live in India and have extensive cultural, political and economic knowledge of the region. Deep, market specific, familiarity with Hindi cultural nuances is integral to this role. These insights will feed into customer analytics to improve and localize online experiences for Hindi-based service users.

Responsibilities:

• Work within a global team of Quality Controllers.
• A key responsibility of the role is to provide cultural expertise of India 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 Indian 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:

• Ideally the successful candidate will be fluent in Hindi, but other Indian languages are desirable.
• Must have deep-rooted familiarity with current and historical business, media, sport, news, social media and cultural affairs of the Indian market.
• Must have a robust working knowledge of the internet and social media in India.
• 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, especially Excel and PowerPoint, as well as a very high comfort level with internet search and researching online. Familiarity with the Google Suite of products is desirable.
• Experience designing and delivering learning, especially eLearning, content an advantage.
• Experience with data analysis to support decision-making an advantage.

Internal Candidates must meet a 6 month minimum tenure to apply.