Subject Matter Expert (SME) - Turkish Language

Position Overview

We are seeking a passionate Subject Matter Expert (SME) fluent in Turkish to join our dynamic, international team based in Dublin. The SME role involves supporting and coaching team members, maintaining compliance with policies, and driving quality standards to deliver outstanding service. This full-time permanent position offers a competitive salary of €44,351 along with excellent benefits and strong internal career advancement opportunities.

Key Responsibilities

• Provide mentorship and coaching to new hire Agents during their initial training phase directly on the work floor.
• Offer real-time support to tenured Agents post-onboarding through side-by-side coaching, team huddles, and root cause analysis coaching, focusing on quality, speed, empathy, and accuracy.
• Support implementation and monitoring of corrective and preventive action plans aimed at improving performance with emphasis on accuracy and efficiency.
• Maintain thorough knowledge of Client products and community standards, acting as an advocate for community support by collaborating with training teams on process and policy updates.
• Utilize strong interpersonal, verbal, and written communication skills with a high level of empathy.
• Commit to ethical standards and support Client's mission by ensuring community safety and compliance.
• Investigate and address reported issues such as account support requests and potential abusive content.
• Enforce Client's Terms of Use through diligent monitoring of abuse reports on the platform.
• Review production tasks within the established turnaround times and maintain high quality standards.

Qualifications and Requirements

• Fluency in Turkish is mandatory.
• Strong dedication to providing personalized support with accuracy and empathy.
• Minimum passing score on a mutually agreed external English language proficiency test or approved equivalent.
• Minimum passing score on an approved language test for Turkish in addition to English.
• Demonstrated reasoning and analytical skills meeting a mutually agreed minimum score on vendor assessment tests.
• Some level of college or further education is preferred and subject to mutual agreement.
• At least two years of operational experience within shared services, business process outsourcing, or comparable service/process management environments with sufficient tenure on the specific client program to enable effective coaching and mentoring.
• High cultural and political awareness relevant to the Turkish market, essential for nuanced policy enforcement in line with Client's abuse standards.
• Prior experience in trust and safety is considered advantageous.
• Applicants must already possess valid and ongoing work authorization for Ireland as this role does not sponsor employment permits.

Terms and Conditions

This is a permanent full-time position based onsite in Dublin. Candidates must hold valid permission to work in Ireland for the entire duration of employment. The company may require documentation confirming renewal applications if work permits are due to expire soon. No employment permit sponsorship is available for this role.