Quality & Policy Expert - Maghrebi Arabic speaker

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

Benefits offered by this job

Excellent benefits

Job summary

Teleperformance in Dublin is seeking an Operational Subject Matter Expert to coach agents in real-time and resolve complex security and content issues. The role demands fluency in Maghrebi Arabic and English, with at least two years in a shared services environment.

You will work on policy rollout and user advocacy in a fast-paced, on-site setting. The position offers excellent benefits and a clear growth pathway within a global customer experience organization.

Qualifications

• Fluent in Maghrebi Arabic and English.
• 2+ years in a shared services or BPO environment.
• Strong cultural intuition for market dynamics.
• Exhibits excellent communication and feedback delivery.

Responsibilities

• On-the-Fly Coaching: support agents in real-time to boost performance.
• Rapid Resolution: investigate issues and moderate content with accuracy.
• Connect the Dots: liaison between Quality, Training, and Ops for policy rollouts.
• Advocate for Users: act with urgency and protect community integrity.

Skills

Arabic/English bilingual

Coaching teams

Problem solving

Interpersonal skills

BPO experience

Job description

Operational Subject Matter Expert ( Maghrebi Arabic & English)

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 accelerate abusive content fast, balancing top-tier accuracy with operational efficiency.

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 Maghrebi Arabic 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.

Ready for your next big challenge?

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.