Subject Matter Expert - Polish Language

About the Role

We are looking for a Polish-speaking Subject Matter Expert (SME) to join our team in Dublin. This full-time onsite role involves supporting and coaching team members, ensuring adherence to quality standards, policy compliance, and operational excellence within an international environment.

The SME acts as a key link between training, quality assurance, and operations, helping deliver superior service and results.

Key Responsibilities

• Provide mentorship and coaching to new agents during their initial nesting phase on the floor.
• Offer real-time assistance by quickly resolving inquiries, coaching, and mentoring tenured agents with empathy, accuracy, and efficiency through side-by-side coaching, team huddles, and root cause analysis sessions.
• Support the creation and execution of corrective and preventive action plans focused on accuracy and balanced efficiency.
• Stay well-informed about client products and community standards, championing community advocacy by supporting process and policy updates collaboratively with the training team.
• Demonstrate strong interpersonal and communication skills, particularly empathy, both verbally and in writing.
• Uphold a commitment to doing what is right for the community, aligning with the client's mission to deliver positive outcomes.
• Investigate and resolve account-related concerns and reports of potentially abusive content.
• Enforce the client’s Terms of Use diligently by monitoring abuse reports on the site.
• Review production tasks adhering to established turnaround times and quality standards.

Qualifications and Skills

• Fluency in Polish is mandatory.
• A passion for delivering individualized support with precision and compassion.
• Meeting minimum agreed-upon English proficiency through approved external language testing.
• Achieving minimum scores on approved language proficiency tests for the supported language besides English.
• Demonstrated reasoning and analytical aptitude meeting mutually agreed minimum standards.
• Some higher education or college experience is preferable, subject to mutual agreement.
• At least two years’ experience in operations within shared services, Business Process Outsourcing, or equivalent service/process management roles, with sufficient tenure for program-specific coaching and mentoring.
• High cultural awareness of the political and social context relevant to the supported region, essential for nuanced policy and compliance decisions aligned with abuse standards.
• Experience in trust and safety roles is advantageous.

Compensation and Benefits

The role offers a salary of €44,351 annually along with excellent benefits and promising internal career advancement opportunities.

Additional Information

This is an onsite position based in Dublin, Ireland. The SME role involves significant interaction and liaison between teams to uphold quality and operational standards.