SME Romanian

About the Role

We are seeking an experienced SME fluent in Romanian to join our dynamic international team located onsite in Dublin. This full-time position offers a competitive salary of 44,351 and excellent benefits, along with a clear path for internal career progression. As a Subject Matter Expert (SME), you will serve as a knowledgeable tenured agent who supports and mentors team members, ensures compliance with policies, and balances quality with efficiency across operations.

Key Responsibilities

• Guide and mentor new agents during their initial nesting period on the floor.
• Offer real-time support including resolving queries, coaching, and mentoring tenured agents through side-by-side coaching, team huddles, and root cause analysis coaching.
• Facilitate and monitor corrective and preventive action plans aimed at improving performance, emphasizing accuracy alongside efficiency.
• Maintain up-to-date knowledge of client products and community standards; serve as an effective advocate for the community by assisting with process and policy updates in conjunction with the training team.
• Demonstrate strong interpersonal, communication, and empathetic skills.
• Exhibit a commitment to acting in the community's best interests aligned with the client's mission.
• Investigate and resolve reported issues such as account support requests and abusive content reports.
• Ensure enforcement of client terms of use by monitoring abuse reports diligently.
• Review designated production work within agreed quality and turnaround time standards.

Qualifications

• Fluency in Romanian is mandatory.
• Genuine passion for providing one-on-one support with empathy and accuracy.
• Meet agreed minimum scores on external English language proficiency tests or equivalents.
• Meet additional language test requirements for Romanian and any other supported languages as agreed.
• Demonstrate required analytical and reasoning skills through vendor assessments as agreed.
• Ideally possess some higher education or college-level qualifications.
• At least 2 years of operations experience within shared services, BPO, or a comparable service/process management environment, along with sufficient tenure on the client program to enable coaching and mentoring new hires.
• High cultural and political/social awareness of the applicable market and region to inform nuanced policy application as per client guidelines.
• Prior experience in trust and safety is preferred.

Additional Information

This is a permanent, full-time position based onsite in Dublin, Ireland. Candidates must already possess valid and sufficiently long permission to work in Ireland for the role's duration. Proof of ongoing renewal applications may be required. This role is not eligible for employment permit sponsorship.