Italian-Speaking Quality & Policy Coach (Ops)

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

Job summary

Teleperformance in Dublin is hiring an Operational Quality Policy Expert Italian to guide agent performance on-site. You will coach agents in real-time, resolve issues rapidly, and coordinate with Quality, Training and Ops to roll out new standards.

The role requires Italian and English fluency and at least 2 years in a shared services or BPO environment. The position is full-time and on-site in Ireland, with a strong emphasis on customer-centric policy implementation and team collaboration.

Qualifications

• Fluent in Italian and English.
• ≥2 years in a shared services or BPO environment.
• Ability to coach agents in real time.
• Strong cultural intuition for market decisions.

Responsibilities

• On-the-Fly Coaching: provide rapid, real-time support to agents to boost performance.
• Rapid Resolution: investigate user reports promptly and determine root causes.
• Connect the Dots: act as liaison between Quality, Training and Ops to implement new policies.
• Advocate for Users: take action-focused decisions in the community.

Skills

Bilingual Italian & English

Coaching

Stakeholder management

Interpersonal communication

Job description

Teleperformance in Dublin is hiring an Operational Quality Policy Expert Italian to guide agent performance on-site. You will coach agents in real-time, resolve issues rapidly, and coordinate with Quality, Training and Ops to roll out new standards.

The role requires Italian and English fluency and at least 2 years in a shared services or BPO environment. The position is full-time and on-site in Ireland, with a strong emphasis on customer-centric policy implementation and team collaboration.