SME Ukrainian

Tp-8f723eaf; Dublin; On-site; EUR 38,000 - 47,000; Full time

Benefits offered by this job

Excellent benefits

Great internal growth

Job summary

Tp-8f723eaf in Dublin is seeking a Subject Matter Expert to coach and support agents while enforcing policies and maintaining efficiency in an international environment.

You will act as the main liaison between training, quality, and operations, mentoring new hires and providing real-time guidance to agents to uphold accuracy and empathy in every interaction.

Qualifications

• Must be fluent in Ukrainian & English.
• Some degree of further education desirable.
• Minimum 2 years’ prior Operations experience in a shared services/BPO environment.
• Strong reasoning/analytical capabilities; test score to be agreed.
• Excellent empathy and communication skills.

Responsibilities

• Coach and mentor new hire Agents during nesting phase on the floor.
• Provide Real Time support by resolving inquiries with high quality, speed, empathy and accuracy.
• Assist in implementing corrective and preventive action plans for performance improvement.
• Stay knowledgeable about Client products and community standards; support policy changes with training team.
• Enforce Client's Terms of Use by monitoring reports of abuse on the site.
• Investigate and resolve issues related to account support and reports of potentially abusive content.
• Review production jobs in agreed turnaround times and quality standards.
• Collaborate with training team to ensure consistent coaching and mentoring.

Skills

Ukrainian language fluency

English language proficiency

Job description

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!

Salary - €44,351
Excellent benefits
Great internal growth
On-site role in Dublin

A Subject Matter Expert Is considered a tenured agent that supports and coaches team members while enforcing policies and balancing the need for efficiency. They will be the main liaison between training, quality, and operations.

Responsibilities to include but not be limited the following

Coach and mentor new hire Agents during nesting phase on the floor

Provide Real Time support by resolving inquiries, coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase. This includes, but not limited to: side-by-side coaching, Team Huddles, & RCA coaching.

Assist in the implementation and follow-through of corrective & preventive action plans for performance improvement focused on accuracy while balancing efficiency

Become and remain knowledgeable about Client products and community standards, and personally driven to be an effective advocate for our community by providing additional support for process and policy changes in collaboration with the training team (i.e. one-on-one, side-by-side, real time support, team huddles, etc).

Strong interpersonal skills, verbal and written communication skills and most importantly empathy

Display a strong bias to doing what’s right for our community in supporting Client's mission to #ShipLove

Investigate and resolve issues that are reported on Client such as requests for account support and reports of potentially abusive content

Enforce Client's Terms of Use by carefully monitoring reports of abuse on the site

Review production jobs in the agreed turnaround times and standards of quality

Recommended Qualifications

Must be fluent in Ukrainian & English

Passion for providing 1:1 support to people with accuracy and empathy

Agreed upon minimum English language test score based on mutually agreed upon external English language test or acceptable approved equivalent

Agreed upon minimum language test score based on mutually agreed upon external English language test or acceptable approved equivalent for the language supported by each specific Agent in addition to English

Reasoning/analytical capabilities: Minimum score to be achieved in Vendor reasoning/analytical test – mutually to be agreed upon between both parties

Some degree of further education/college desirable, to be mutually agreed upon between both parties

Minimum of 2 years’ prior Operations experience in a shared services, Business Process Outsourcing environment or comparable service/process management environment combined with sufficient tenure (as per Vendor judgment) on the specific Client program to allow for program specific coaching/mentoring of new hires

High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each Agent – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with Client’s abuse standard policies and training materials

Preferred trust and safety experience

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.

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.