Subject Matter Expert – Sub Saharan Africa Region

Overview

We are seeking a dedicated Subject Matter Expert (SME) to join our team in Dublin, focusing on supporting operations related to the Sub Saharan Africa (SSA) region. This role is ideal for individuals passionate about maintaining high quality standards, ensuring policy compliance, and driving operational excellence in a vibrant international setting.

Role Responsibilities

• Mentor and provide coaching to newly hired agents during their initial nesting period on the floor.
• Offer real-time assistance by addressing queries, delivering coaching and mentoring to experienced agents, using various techniques such as side-by-side coaching, team huddles, and root cause analysis sessions to enhance service quality and efficiency.
• Support the design and execution of corrective and preventive action plans aimed at performance improvement, focusing on accuracy while maintaining productivity.
• Maintain in-depth knowledge of client products and community standards, actively promoting process and policy updates collaboratively with the training team through one-on-one support and group sessions.
• Exhibit strong interpersonal skills, effective verbal and written communication, and empathy towards community members.
• Demonstrate a commitment to upholding the client's mission by making sound decisions that benefit the community.
• Investigate and resolve reported issues, including account support requests and potentially abusive content flags.
• Ensure compliance with the client's Terms of Use by carefully monitoring abuse reports.
• Review production tasks within established turnaround times and quality expectations.

Qualifications & Requirements

• Fluency in languages relevant to the Sub Saharan Africa region is essential.
• Strong passion for delivering one-on-one accurate and empathetic support.
• Must meet agreed minimum scores in English and SSA language proficiency tests or approved equivalents.
• Possess analytical and reasoning skills meeting vendor agreed minimum standards.
• Some post-secondary education or college experience is preferred and to be mutually agreed.
• A minimum of two years’ experience in operations within shared services, business process outsourcing, or similar service/process management, with sufficient tenure on related client programs to coach new hires effectively.
• High cultural awareness and understanding of political and social nuances of the supported SSA region to make informed policy judgments.
• Experience in trust and safety operations is preferred.

Additional Information

This full-time permanent position requires candidates to possess a valid work authorization for Ireland without the need for employment permit sponsorship. Maintaining legal permission to work in Ireland throughout employment is mandatory.

Compensation and Benefits

The role offers a salary of €44,351 annually along with excellent benefits and promising internal opportunities for career development. The position is based on-site in Dublin.