Quality and Policy Expert - Arabic

Teleperformance; Dublin; On-site; EUR 42,000 - 64,000; Full time

Job summary

Teleperformance is seeking a Quality & Policy Expert to audit, train and continuously improve content moderation quality and effectiveness. You will partner with internal teams, ensure audits are completed timely, and drive performance improvements through data-driven insights.

You will stay current on client policy and operational guidelines, mentor new staff, and coordinate with training to close knowledge gaps across teams, applying market-specific insights to scale improvements.

Qualifications

• 2+ years of experience in a quality control environment.
• Fluent in English and Arabic.
• Proficient in Excel with pivot tables and charts.
• Experience with Tableau/Power BI or similar tools.
• Strong attention to detail and analytical skills.

Responsibilities

• Audit planning, implementation and re-audit to ensure quality.
• Provide timely feedback to agents to improve performance.
• Coordinate training gaps with training partners.
• Collaborate with operations and quality managers to improve metrics.
• Stay informed about policy and guidelines and communicate changes to teams.

Skills

Arabic English fluency

Attention to detail

Multitasking

Problem solving

Tools

Excel

Tableau/Power BI

Job description

Overview

Quality & Policy Expert

Responsibilities to include but not be limited the following

• Partner with Client internal teams to ensure that decisions made by Vendor’s content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
• Support every aspect of internal audit quality from audit planning, implementation, feedback and re-audit as required.
• • Complete all audits in the required timeframe and provide timely and usable feedback to ‘Agents’ to drive improved performance.
• Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gaps
• Collaborate with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.
• Become and remain knowledgeable about Client products and community standards, and serve as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines, and reinforce associated changes to operations teams.
• • Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our community by reinforcing process and policy changes to operations teams.
  • Mentor new Quality & Policy Experts on the use of audit tools and systems
• Develop process documentation and aggregate feedback about the functionality of audit tools
• Identify, aggregate, prioritize and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plans
• Recognize trends and patterns, and elevate issues regarding Client policy to the global team for mitigation
• • Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
  • Work closely with Quality Leaders to develop and support the planning and design of improvement initiatives.

Recommended Qualifications

• Must be fluent in Arabic and English
• Passion for providing support to people with accuracy and empathy
• 2+ years’ experience in a quality control environment
• • Written and verbal language proficiency in English and at least one local language supported at the site (see Section 6.8).
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential
• Experience with Tableau/Power BI or other similar tools is a plus
• Exceptional attention to detail and nuance
• Preferred trust and safety experience
• • Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
  • Strong critical thinking and problem-solving skill
• Ability to multitask and work independently in an unstructured environment