Operational SME (Persian Speaking)

Role overview

This position is for a Persian-speaking Subject Matter Expert who will support an international operations team in an onsite environment in Dublin. The role focuses on upholding quality expectations, following policy requirements, and helping the team deliver accurate, efficient, and empathetic support. The SME acts as a seasoned resource for agents and serves as a bridge between training, quality, and operations.

Compensation and benefits

The salary for this role is €44,351. The employer also mentions excellent benefits and a strong internal growth path.

Core purpose of the role

The SME is expected to function as an experienced team member who coaches others, reinforces policy adherence, and helps balance productivity with accuracy. This person will be a key point of contact between training, quality assurance, and day-to-day operations.

Key responsibilities

• Support and coach new hires during their nesting period on the floor.
• Provide real-time assistance to tenured agents after onboarding through side-by-side coaching, huddles, and root-cause analysis coaching.
• Help implement corrective and preventive action plans aimed at improving accuracy while still maintaining efficiency.
• Stay current on client products, community standards, and process updates, and work closely with the training team to support policy changes.
• Use strong empathy, communication skills, and interpersonal abilities when guiding team members.
• Promote actions aligned with the client mission and community-focused standards.
• Investigate and resolve user issues, including account support requests and reports involving abusive content.
• Apply the client's Terms of Use by reviewing and handling abuse reports carefully.
• Complete production job reviews within the agreed quality standards and turnaround timelines.

Qualifications and requirements

• Fluency in Persian is required.
• A strong interest in offering one-to-one support with accuracy and empathy is important.
• Minimum English language test results must meet the agreed benchmark through an approved test or equivalent.
• Minimum language test results for the supported market language must also meet the agreed benchmark, in addition to English.
• A required score in a reasoning and analytical assessment must be achieved, as agreed with the vendor.
• Some higher education or college-level study is preferred, subject to mutual agreement.
• At least 2 years of prior operations experience in shared services, BPO, or a similar process-driven environment is required, along with enough tenure on the specific client program to coach new hires effectively.
• Strong cultural awareness and understanding of the political and social context of the supported market/region are needed for nuanced policy decisions.
• Prior trust and safety experience is preferred.

Additional information

This is a full-time onsite role based in Dublin, County Dublin, Ireland.

The position involves working closely with quality, training, and operations teams in a fast-moving international setting.

The role description also emphasizes careful policy enforcement, community protection, and high standards for speed, accuracy, and empathy.