- Experience
- 2+ yrs
- Salary
- EUR 44,351 – EUR 44,351 / year
- Openings
- 1
- Posted
- 9 hours ago
- Work mode
- In office
- Education
- Some further education/college desirable
- Eligibility
- Candidates must be fluent in the relevant SSA language, meet the stated language and reasoning assessment thresholds, and already have valid, ongoing permission to work in Ireland. Applicants who need employment permit sponsorship are not eligible.
- Resume
- Required to apply
Where you'll work
Job description
Role overview
This is a full-time, permanent operational SME position focused on the Sub-Saharan Africa region. The role is based onsite in Dublin and offers a salary of €44,351 along with strong benefits and a clear internal progression path. The SME acts as a seasoned agent who supports teammates, coaches performance, and helps ensure policy compliance while keeping efficiency in mind. This person serves as a key connection point between training, quality, and operations.
What you will do
- Support and coach new hires during their nesting period on the floor.
- Deliver real-time guidance to experienced agents after onboarding, using methods such as side-by-side coaching, team huddles, and root-cause analysis coaching.
- Help carry out corrective and preventive action plans aimed at improving performance, with a focus on accuracy without sacrificing efficiency.
- Stay well informed about client products, community standards, and policy updates, and work closely with the training team to reinforce process changes through one-to-one support, side-by-side coaching, and live assistance.
- Investigate and resolve issues reported on the client platform, including account support requests and reports of potentially abusive content.
- Apply the client’s Terms of Use by reviewing abuse reports carefully and consistently.
- Review production work within the agreed turnaround time and quality standards.
Requirements and qualifications
- Fluency in the SSA region language is required.
- Strong interpersonal, verbal, and written communication skills, along with a high level of empathy.
- Confidence in providing one-on-one support with both accuracy and care.
- Minimum English language score as agreed through an external English test or an approved equivalent.
- Minimum SSA language score as agreed through an external SSA language test or an approved equivalent.
- For the language supported by the specific agent, an additional minimum language test score is required, along with English, based on an agreed external test or approved equivalent.
- Minimum score in the vendor reasoning and analytical assessment, as mutually agreed by both parties.
- Some further education or college experience is desirable, subject to mutual agreement.
- At least 2 years of prior operations experience in shared services, business process outsourcing, or a similar service/process management environment, plus enough tenure on the specific client program to enable program-specific coaching and mentoring of new hires.
- Strong cultural awareness and understanding of the political and social context of the supported market or region, to handle nuanced policy decisions appropriately.
- Preferred background in trust and safety work.
- Applicants must already have a valid right to work in Ireland that is sufficient for ongoing employment.
- This role does not offer employment permit sponsorship.
Additional information
This position is intended for someone who can contribute to a dynamic international environment and is passionate about quality standards, policy compliance, and delivering excellent support. The role is not eligible for sponsorship, and the successful candidate must maintain valid work permission in Ireland for the full duration of employment.
Benefits
- Excellent employee benefits.
- Strong internal growth opportunities.