Quality & Policy Expert If you want to know about the requirements for this role, read on for all the relevant information. Responsibilities to include but not be limited the following 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 usersWork closely with Quality Leaders to develop and support the planning and design of improvement initiatives. Recommended Qualifications Must be fluent in Portuguese and English Passion for providing support to people xsokbrc with accuracy and empathy2+ years' experience in a quality control environment Written and verbal language proficiency in English and at least one local language supported at the site (see Section 6.8). Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential Experience with Tableau/Power BI or other similar tools is a plusExceptional attention to detail and nuance Preferred trust and safety experience 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

Operational Is this your next job Read the full description below to find out, and do not hesitate to make an application. SME Salary - €34,100 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. 40 hours per week should be able to commit to a 24/7 Operational opening hours (Current working rotation is 13 weeks training Language Proficiency of minimum C1 – Language test required are required if successful at sifting KornFerry test are required if successful  at sifting 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 empathyDisplay 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 Dutch and 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 Englis Reasoning/analytical capabilities: Minimum score to be achieved in Vendor reasoning/analytical test – mutually to be agreed upon between both partieSome 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 mgmt. 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 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. xsokbrc Applicants must already have, and maintain, a valid permission to work in Ireland for the duration of the role.]

Smurfit Westrock is a global leader in sustainable paper and packaging, operating in 40 countries with over 500 packaging converting operations and 59 paper mills. Be one of the first applicants, read the complete overview of the role below, then send your application for consideration. With the circular economy at the core of our business, we use renewable, recyclable and recycled materials to create sustainable packaging solutions. For home and beauty products, our paper-based consumer packaging solutions combine elevated form and reliable function to meet the needs of todays brands and shoppers. Our team of over 100,000 professionals drives operations across 40 countries on 6 continents and Smurfit Westrock are proud to be included on TIME Magazines Worlds Best Companies 2025 list for the second year running. Our Consumer Packaging business in Europe supplies paper-based packaging, leaflets and labels for a wide variety of household names in industries such as food and beverage, healthcare, beauty and personal care, premium wines and spirits, and much, much more. With more than 5,500 colleagues across 10 countries and ~34 operating locations, Smurfit Westrock's European Consumer Packaging operation is ideally positioned to provide innovative, sustainable packaging solutions to customers across the globe. Our Values Safety, Loyalty, Integrity and Respect are the core values and foundations on which our organisation is built. Our values are who we are: People who value life above all else; People who do the right thing, always. People who show a deep respect for each other and all of our differences. We are a team of over 100,000 people that are united behind a shared commitment to create, protect and care - We are Smurfit Westrock. Job Purpose To perform all duties of a Machine Operator, ensuring the effective running of gluing machines to their optimum potential. This includes adhering to stringent quality standards and ensuring a quality product is delivered to the customer on time, while working safely and in compliance with established safe systems of working. Key Responsibilities: Production: Prepare and run machines to their optimum potential, ensuring quality standards are met. Comply with current systems of working, including established shift patterns. Achieve daily/weekly production targets. Adhere to established quality standards within the guidelines of the quality systems. Maximize machine efficiency. Participate in continuous improvement initiatives in production. Provide cover as required for process operatives. Log and record duties performed in SFDC. Maintenance: Maintain all machinery and equipment in line with planned maintenance programs. Keep the work area clean and tidy, maintaining high standards of housekeeping. Work proactively with the engineering department to log faults and improve machineperformance. Participate in fault finding and correcting malfunctions on the machine. General housekeeping of the machine and surrounding areas. Health and Safety: Work and encourage others to work safely, adhering to health and safety procedures. Report all accidents, dangerous occurrences, and non-conformances to management. Person Specification: Results-driven and quality-focused. Flexible and prepared to work shifts to meet business needs. Experience with Alpina, Media, Signature or Jagenberg machines is a distinct advantage. Methodical approach to work. Able to work on own initiative. Good teamwork and communication skills. Problem-solving abilities. Adaptable to change. Willingness to learn. Additional Requirements: Uphold and promote Smurfit Westrocks values and behaviours. Must be flexible and adaptable to change. Must be prepared to take on additional responsibilities and other duties as required to meet business needs. Successfully adapt to changing demands and conditions. Environmental, Health and Safety It is your responsibility to co-operate with Smurfit Westrock in relation to all health, safety and environmental topics. This includes working to the practices shown during training that will be provided to you and the company's health, safety and environmental policies. You will be expected to work in accordance with local site practices and not to interfere with or misuse anything that's been provided for your health, safety or welfare. Other Requirements Flexible and adaptable to change and prepared to take on additional responsibilities with other duties as required to meet business needs. Successfully adapts to changing demands and conditions. xsokbrc Be able to be self-motivated, standards driven, with a keen eye for detail whilst being team focused and harnessing collaboration and co-operation of others. Skills: Technical Skills Mechanical Reasoning Problem Solving Benefits: Group Life Assurance Pension Fund Medical Aid / Health Care