Quality & Policy Expert – Maghrebi Arabic speaker

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

Benefits offered by this job

Great benefits

Internal career progression

Job summary

Teleperformance in Dublin is seeking a Quality & Policy Expert who speaks Maghrebi Arabic to audit content moderation decisions and ensure policy compliance. You will partner with client teams, drive audit quality, and mentor new experts in a fast-paced, international environment.

This full-time role requires English and Maghrebi Arabic, strong Excel skills, and experience in quality control. A chance to influence policy application and professional growth with great benefits is offered.

Qualifications

• 2+ years' experience in a quality control environment.
• Written and verbal language proficiency in English and Maghrebi Arabic.
• Strong Excel skills (PivotTable, charts, statistics).
• Experience with Tableau/Power BI or similar tools is a plus.
• Ability to work in a dynamic, international environment.

Responsibilities

• Partner with Client internal teams to ensure Vendor content moderation decisions are audited for accuracy and feedback shared with responsible teams.
• Support all aspects of internal audit quality from planning, implementation, feedback and re-audit as required.
• Complete audits in the required timeframe and provide timely feedback to Agents to drive performance.
• Identify training needs and coordinate with training partners to bridge knowledge gaps.
• Collaborate with Operations and Quality Leaders to enhance personnel performance not meeting metrics.
• Remain knowledgeable about Client products and community standards and update operations teams on policy changes.
• Make balanced decisions on effectiveness metrics and advocate for policy changes.
• Mentor new Quality & Policy Experts on audit tools and systems.
• Develop process documentation and aggregate feedback about audit tools.
• Identify inefficiencies and report on trends; propose solutions via action plans.
• Recognize trends and escalate policy issues to the global team.
• Use market insights to scope scalable solutions for community support.
• Work with Quality Leaders on planning improvement initiatives.

Skills

Maghrebi Arabic

English

Quality control

Attention to detail

Tools

Excel

Tableau/Power BI

Job description

Overview

Quality & Policy Expert – Maghrebi Arabic speaker

Do you speak Maghrebi Arabic? Are you ready to kick-start your career and take the next step in a dynamic, international environment? If you are passionate about quality standards, policy compliance, and delivering excellence — we’d love to hear from you!

Location: Dublin

Salary:€44,351

Contract: permanent & full-time

Great benefits

Internal career progression opportunities

In this role you will:

• 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

• 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 Maghrebi Arabic

• 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

• 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

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.