The team at Lionbridge
AI/Telus International is seeking a Regional Quality Controller to
specialise in improving the results of internet search for the North
American region. This role will work with our team based in Ballina,
Co. Mayo.
The successful candidate must have previously lived in the North
American region and have extensive cultural, political and economic
knowledge. Deep, market specific, familiarity with cultural nuances is
integral to this role. These insights will feed into customer
analytics to improve and localize online experiences for North
America-based service users.
Regional Quality Controllers are experienced, subject matter experts.
They have a deep understanding of customer expectations and
consistently deliver to high standards in an environment of frequent
change. They lead by example, building solid relationships to
collaborate effectively with customers, managers and peers. Regional
Quality Controllers take a high degree of initiative & ownership to
stay one step ahead in all areas of performance and delivery.
RESPONSIBILITIES:
* The role will require a high degree of confidence, experience and
cultural knowledge of using internet-based technologies and online
research.
* Communicate with peers to leverage best practice and consistency
across all markets.
* Manage the design, implementation and delivery of specific
training, through web-based eLearning materials, online video
production and webinars.
* 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.
* Measure adherence of resources to strict sets of guidelines and
rules, utilizing performance data from operating systems.
* Manage the performance of and regularly interact with a large
number of work-at-home "cloud based" resources, who work on projects
to improve internet search results. Cultural understanding of how
these resources work is critical.
* A key responsibility of the role is to provide cultural expertise
of the North American region for the business and customers, including
how users interact with global search engines.
* Work within a global team of Quality Controllers.
GENERAL SKILLS & EXPECTATIONS:
* Demonstrate verbal, written and listening skills, with the ability
to provide expertise at all levels of the business and with customers.
*
_MUST HAVE_ a robust working knowledge of the internet and social
media.
*
_MUST HAVE_ deep-rooted familiarity with current and historical
business, media, sport, news, social media and cultural affairs of the
North American market.
* The successful candidate will be from the North American region or
will have lived and worked there recently for a minimum of 5 years.
* Time management and organization 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 behavior.
_ABILITY TO_ collaborate both internally and externally of the
business is essential.
TECHNICAL SKILLS & EXPECTATIONS
*
_EXPERIENCE WITH_ data analysis to support decision-making an
advantage.
* Experience designing and delivering eLearning content an advantage.
* Practical experience of content authoring tools a distinct
advantage.
* Practical experience with SQL an advantage.
* The successful candidate must have strong Microsoft Office or
Google Suite skills, especially for data analysis and presentations.
* Ballina, County Mayo, Ireland
The team at Lionbridge
AI/Telus International is seeking a Regional Quality Controller to
specialise in improving the results of internet search for the North
American region. This role will work with our team based in Ballina,
Co. Mayo.
The successful candidate must have previously lived in the North
American region and have extensive cultural, political and economic
knowledge. Deep, market specific, familiarity with cultural nuances is
integral to this role. These insights will feed into customer
analytics to improve and localize online experiences for North
America-based service users.
Regional Quality Controllers are experienced, subject matter experts.
They have a deep understanding of customer expectations and
consistently deliver to high standards in an environment of frequent
change. They lead by example, building solid relationships to
collaborate effectively with customers, managers and peers. Regional
Quality Controllers take a high degree of initiative & ownership to
stay one step ahead in all areas of performance and delivery.
RESPONSIBILITIES:
* The role will require a high degree of confidence, experience and
cultural knowledge of using internet-based technologies and online
research.
* Communicate with peers to leverage best practice and consistency
across all markets.
* Manage the design, implementation and delivery of specific
training, through web-based eLearning materials, online video
production and webinars.
* 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.
* Measure adherence of resources to strict sets of guidelines and
rules, utilizing performance data from operating systems.
* Manage the performance of and regularly interact with a large
number of work-at-home "cloud based" resources, who work on projects
to improve internet search results. Cultural understanding of how
these resources work is critical.
* A key responsibility of the role is to provide cultural expertise
of the North American region for the business and customers, including
how users interact with global search engines.
* Work within a global team of Quality Controllers.
GENERAL SKILLS & EXPECTATIONS:
* Demonstrate verbal, written and listening skills, with the ability
to provide expertise at all levels of the business and with customers.
*
_MUST HAVE_ a robust working knowledge of the internet and social
media.
*
_MUST HAVE_ deep-rooted familiarity with current and historical
business, media, sport, news, social media and cultural affairs of the
North American market.
* The successful candidate will be from the North American region or
will have lived and worked there recently for a minimum of 5 years.
* Time management and organization 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 behavior.
_ABILITY TO_ collaborate both internally and externally of the
business is essential.
TECHNICAL SKILLS & EXPECTATIONS
*
_EXPERIENCE WITH_ data analysis to support decision-making an
advantage.
* Experience designing and delivering eLearning content an advantage.
* Practical experience of content authoring tools a distinct
advantage.
* Practical experience with SQL an advantage.
* The successful candidate must have strong Microsoft Office or
Google Suite skills, especially for data analysis and presentations.
We need : English (Good)
Type: Permanent
Payment:
Category: Others
