E - Commerce Quality Analyst Trainer

TELUS Digital

The eCommerce Quality Analyst Trainer designs, delivers, and maintains training frameworks, onboarding programs, and centralized knowledge repositories across all operational quality and AI evaluation tracks. Operating within a dual-consensus model alongside operational leadership and technical co-trainers, the Trainer balances process logic with technical tool mechanics, leads edge-case calibration, and maintains active production participation to ensure team alignment and operational consistency.

Key Responsibilities

• Instructional Design & Training Delivery: Design and deliver interactive onboarding, cross-training, and continuous skill development programs for quality analysts across all operational tracks.
• Knowledge Base & SOP Governance: Develop and maintain centralized documentation, Standard Operating Procedures (SOPs), and project knowledge bases, incorporating visual examples and edge-case guidance.
• Dual-Consensus & Guideline Alignment: Enforce a dual-consensus framework—ensuring process guideline updates are evaluated through both functional and technical/systems lenses prior to deployment.
• Calibration & Query Resolution: Lead regular internal and cross-regional calibration sessions to establish consistent evaluation standards and manage daily query resolution channels.
• Production Auditing & Active Delivery: Conduct website audits and data quality checks while maintaining active production output (~30–40% capacity) to sustain domain mastery and support team targets.
• Project Measurement & Reporting: Measure training program effectiveness, maintain daily project trackers, manage emails across multiple accounts, and report performance metrics to leadership.
• Collaborative

Duties

• Attend regular and ad-hoc meetings, and execute other duties as assigned by the leadership team.

• Essential Requirements

• 2+ years experience in learning and development, instructional design, or operational training within tech, AI annotation, or e-commerce environments.

Candidate Background & Core Experience:

• Domain Expertise: 2+ years of experience in e-commerce operations, online retail auditing, data collection, or digital catalog management.

• AI & Content Evaluation: Prior experience evaluating Artificial Intelligence outputs (Large Language Models / LLMs) and multimodal digital assets (such as 2D/3D renders and video clips) for accuracy, quality, and policy compliance.

• Quality Assurance & Policy Analysis: Demonstrated history of conducting data validation audits, performing quality assurance checks, and analyzing data discrepancies or policy violations to refine operational guidelines.

• Technical Proficiency: Strong track record working with backend databases, storefront landing pages, and cross-checking complex pricing, promotional data, and inventory specifications.

• High degree of expertise with Internet browsing, email management, G Suite / Microsoft Office applications, and e-learning/knowledge tools.

• Fluency in English with exceptional presentation, facilitation, and interpersonal skills.

• Experience facilitating structured calibration sessions and operating within dual-consensus evaluation frameworks.

• Strong skill in translating complex technical guidelines into structured, accessible learning modules.

• Ability to work independently, lead training initiatives, and collaborate effectively as part of a team.

• Flexibility to time-zone overlaps as needed to support strict client service level agreements (SLAs) and cross-regional team handovers.

• Bachelor’s Degree preferred (or equivalent combination of education, training, and experience).

• Background check may be required.

• WE OFFER

• Multisport card

• Private medical care

• Career development opportunities

• Employee Referral program

• Only shortlisted candidates will be contacted/interviewed.

• Kindly attach an updated Copy of your CV in English.

LI-DNI

IDJob

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.

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