German-Speaking Operations SME — Coaching & Policy

Teleperformance; Dublin; On-site; EUR 40,000 - 49,000; Full time

Job summary

Teleperformance in Dublin is seeking an experienced German-speaking Subject Matter Expert (Operational SME) to join our on-site team. The role focuses on coaching, real-time support, and policy enforcement to maintain high standards of quality and adherence to client guidelines.

The candidate should be fluent in German and English with strong analytical abilities and at least 2 years of operations experience in a shared services or BPO setting. An excellent growth path and benefits are offered.

Qualifications

• Must be fluent German and English.
• Passion for providing 1:1 support with accuracy and empathy.
• English language test score to meet mutually agreed standard.
• Additional language test score required for the agent language supported.
• Reasoning/analytical test to be agreed between parties.
• Some degree of further education/college desirable.
• Minimum of 2 years’ operations experience in a shared services/BPO environment.
• High cultural awareness of the political/social situation for the region served.
• Preferred trust and safety experience.

Responsibilities

• Coach and mentor new hires during nesting phase on the floor.
• Provide real-time support by resolving inquiries with high quality, speed, empathy and accuracy.
• Assist in corrective & preventive action plans for performance improvement focusing on accuracy and efficiency.
• Be knowledgeable about Client products and community standards and support policy changes with training teams.
• Demonstrate strong interpersonal, verbal and written communication skills and empathy.
• Support Client’s mission to ShipLove by advocating for community interests.
• Investigate and resolve issues reported on Client platform, including account support and abuse reports.
• Enforce Client's Terms of Use by monitoring reports of abuse on the site.
• Review production jobs within agreed turnaround times and quality standards.

Job description

Teleperformance in Dublin is seeking an experienced German-speaking Subject Matter Expert (Operational SME) to join our on-site team. The role focuses on coaching, real-time support, and policy enforcement to maintain high standards of quality and adherence to client guidelines.

The candidate should be fluent in German and English with strong analytical abilities and at least 2 years of operations experience in a shared services or BPO setting. An excellent growth path and benefits are offered.