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    • Written and verbal language proficiency in English and Polish.
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    • Fluent speaker in Polish * - Junior Customer Support Agent & KYC Analyst – Dublin City Centre, Ireland (Fully On-site).
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    • Fluency in English and any East or Central European language (Proficiency in Polish is preferred.).
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    • Spoken and written fluency in English and Polish is required; proficiency in an additional language, ideally Spanish or Arabic, is preferred.
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Job Post Details

Teleperformance logo

Quality & Policy Expert – Polish Language - job post

Teleperformance
3.6 out of 5 stars
Dublin, County Dublin
€44,351 a year - Permanent, Full-time
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Job details

Pay

  • €44,351 a year

Job type

  • Permanent
  • Full-time

Location

Dublin, County Dublin

Full job description

Overview


Quality & Policy Expert – Polish Language

Do you speak Polish? 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 escalate 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 Polish
  • 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.
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