Quality & Policy Expert – Polish Language

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

Job summary

Teleperformance in Dublin is seeking an Operational Subject Matter Expert fluent in Polish and English to coach agents and resolve complex issues on the fly in a fast-paced, on-site environment. This 100% on-site role offers a competitive salary and excellent benefits.

You will partner with Quality, Training and Ops to implement new policies, handle abuse reports quickly, and advocate for users while upholding service standards; a minimum of 2 years in shared services or a BPO is required.

Qualifications

• 2+ years in shared services or BPO environment.

Responsibilities

• 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 expedite abusive content fast, balancing top-tier accuracy with operational efficiency.
• Connect the Dots: Act as the liaison between Quality, Training, and Ops to roll out new policies and standards.
• Advocate for Users: Display a bias for action and do what's right for the community as a ShipLove ambassador.

Skills

Polish

English

Coaching

BPO experience

Job description

Overview

Operational Subject Matter Expert (Polish & 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 expedite 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 Polish 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.