Italian Speaking Quality & Policy Expert

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

Overview

Operational Quailty Policy Expert Itailian

Salary: €44,351 + Excellent Benefits | Location: 100% On-Site (Dublin)

Ready to move fast, coach hard, and accelerate your career? We are looking for a high-energy Operational SME to join our fast-paced Dublin team! If you thrive in an environment where no two days are the same, love solving complex problems on the fly, and want a role with a massive internal growth path, we want you on board.

How You'll Move the Needle:

• On-the-Fly Coaching: Jump into team huddles and provide rapid, real-time support to agents to supercharge their performance.

• Rapid Resolution: Investigate user reports and investigate user reports and ... ???

• Connect the Dots: Act as the ultimate liaison between Quality, Training, and Ops to seamlessly roll out new policies and standards.

• Advocate for Users: Display a strong bias for action and do what's right for the community, acting as our ultimate #ShipLove ambassador.

Your Toolkit:

• Bilingual Agility: Fluent in Itailian and English.

• Track Record: 2+ years moving fast in a shared services or BPO environment, with the tenure to back up your coaching skills.

• Cultural Intuition: A high affinity for the cultural, social, and political pulse of the market to make smart, nuanced decisions.

• Adaptable Communicator: Exceptional interpersonal skills—you know how to deliver feedback with speed, empathy, and accuracy.

This is a full-time permanent role. Applicants must hold a valid and sufficiently long permission to work in Ireland to enable them to perform the role on an ongoing basis. Where work permission is due to expire shortly, the Company may require evidence of a pending renewal application to progress an offer.

This role is not eligible for employment permit sponsorship. Applicants must already have, and maintain, a valid permission to work in Ireland for the duration of the role.

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