Quality Controller

Quality Controller - Japanese (JP) Market

The team at Telus Digital is seeking a Quality Controller to specialize in improving the results of internet search for the Japanese (JP) market.

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

Responsibilities:

• Work within a global team of Quality Controllers.
• A key responsibility of the role is to provide cultural expertise of Japan 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 Japanese 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, utilizing 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 must be fluent in Japanese and will be from Japan or will have lived and worked recently in Japan 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 Japanese market.
• Must have a robust working knowledge of the internet and social media in Japan.
• 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 is a distinct advantage.
• Experience designing and delivering eLearning content is an advantage.
• Experience with data analysis to support decision-making.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.