AI | Quality Lead

Basic Information

Description and Requirements

Role Description :

The team at Telus International is seeking a Quality Lead for the Spanish Markets, mainly Mexico, to help within the quality function of a global work at-home internet-based program.

It is a position that requires attention to detail, discipline, and motivation as well as deep analytical skills.

The successful candidate will work remotely where some travel may be necessary and they will report to the Quality Manager.

Duties & Responsibilities :

  • In co-ordination with the Quality Manager and other team members, represent the Quality function in customer calls, meetings, business reviews and as needed.
  • Ensure program delivery is in line with customer performance metrics.
  • Manage the performance and regularly interact with a large number of work-at-home cloud based resources for global markets, who work on projects to improve internet search results.
  • Provide educational support through web-based eLearning materials, online video production and webinar hosting, to support performance improvement processes and ensure clear understanding of program guidelines.
  • Conduct root cause analysis of performance issues of resources on an on-going basis.
  • Ensuring that inbound queries / incidents are responded to in a timely and professional manner.
  • The role will require a high degree of confidence and experience using internet-based technologies and online research.
  • The role will also require a solid understanding of Spanish Culture and proficiency in Spanish Language (written and spoken).
  • Knowledge in different Spanish speaking culture is a plus (Spain, Spanish culture within US).

  • There may be a requirement to be available for travel for customer visits for Quarterly Business Reviews and other Ad-hoc meetings as needed.
  • This list is not exhaustive as there may be other duties and responsibilities that form part of the role.

    Key Skills & Requirements :

  • Primary degree in a Business, Quality, or similar discipline
  • Prior experience in an internet related role is essential
  • Prior experience in building education content an advantage
  • Excellent communication, leadership and interpersonal skills
  • Deep commitment to customer satisfaction
  • Ability to maintain professionalism and confidentiality with proprietary information
  • Time management and strong organizational skills are essential
  • Strong attention to detail and analytical skills
  • Proactive problem solver & innovator with a high degree of initiative
  • Strong team player with the ability to partner across full program team
  • 2-3 years’ experience working in a global / multinational environment
  • Proficiency in Excel is essential including experience using pivot tables
  • 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.

    Additional Job Description

    As an active member of TELUS International, you will be in the heart of major TELUS transformation program supporting it as a Quality Lead.

    Publicada el 09/10/2021

    Finaliza el 09/11/2021

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