Quality Controller Lead

Lionbridge AI are looking to hire a Quality Controller Lead, to join our team in Ireland.

Role Description:

The team at Lionbridge Technologies is seeking a Quality Controller Lead to lead 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 be based on site in our Ballina office and report to the Global Program Manager (GPM).

Duties & Responsibilities:

• In co-ordination with the GPM, 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, then develop and measure improvement programs, providing reports and recommendations to management.
• 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.
• As the program scales, hire, train and lead a group of Quality team members
• Responsibility for the direct support, regular feedback and performance management for the quality team, including goal setting and monitoring of performance
• There will 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 a quality role essential
• 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