Trainer Apply now, read the job details by scrolling down Double check you have the necessary skills before sending an application. Responsibilities to include but not be limited to the following Responsible for facilitating training; identifying root cause of performance health of new hires on-boarding; refresher training; and cross-training. All new hires or internally promoted trainers are expected to go through the Trainer Readiness program design, develop and administer by the vendor. Trainer must maintain proficiency in business knowledge, learning expertise, and facilitation skills per quarter. Vendor Training Manager will record and share quarterly Trainer Readiness performance with the Client team. Underperforming trainers will be provided two (2) attempts to achieve proficiency per quarter. Trainers that cannot meet the quarterly readiness expectations cannot facilitate / support training until they meet trainer readiness proficiency. Vendor will provide Client the documented remediation process that addresses performance gaps. Attend and participate in all T3s (train-the-trainer) sessions for updated and new materials from Client. Depending on the session, methods for completing T3 will be determined by the Client Training Team. This may include, but not limited to: (1) taking the course as a learner, and (2) co-delivering the course with a tenured instructor (Client or vendor) and pass a Training QA on the material; (1) preparing pre-read materials, and (2) attending a virtual coaching session Planning, design and delivery of Training sessions, including Ad-hoc Training, for both new and existing team members Monitor and review the progress of trainees through questionnaires and discussions with managers and ensure corrective action when neededCommunicate with diverse audiences (e.g., employees, management, other sites, etc.) to provide information and clarification regarding training programs, actions, policies, procedures and best practicesAbility to flag any discrepancies in the material to the Client Training Team Ensure that training solutions are designed in a logical, structured and clear manner, reflective of learning objectives and suited to a variety of learning styles Manage participation during training delivery to ensure maximum contribution - test for understanding, observe behavior and alter delivery method if necessary Supports stakeholders through performance consulting to qualify development and training requests Maintain enablement content materials providing feedback to curriculum design team to ensure content is up-to-date and relevant Collaborate with Business Partners to ensure training content is updated and aligned with policy launches, UI updatesAnalyze training needs and develop strategies to improve courses and training documentation Conducts analysis to identify needs and recommends appropriate solutions that distinguish between training, communication, and coaching and development opportunities Provide end of class feedback to reduce errors and improve processes Ongoing readiness evaluation/procedures/ enablement content; improve training effectiveness by participating in development of new approaches, techniques, and materials. xsokbrc Recommended Qualifications Obtain pass score on language proficiency assessment. Expectations will be set by Client Training Team 2+ years of experience in a training role in a technical support or client care operation Good knowledge of Quality/Process Improvement techniques High level of energy, drive, enthusiasm, initiative and commitmentExcellent communication, consulting, influencing and interpersonal skillsProven track record of collaborating with cross-functional groups to produce results Passion for ensuring a world class support experience for our communityDemonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams

Jnr MI Developer (Entry Please make an application promptly if you are a good match for this role due to high levels of interest. Level) Salary: R25,000 - R35,000 depending on experience / qualifications Location: Home based Department: WFM and MI Reports to : Director of Business Insights Contract: Permanent Closing date: (TBC)   Job Overview   The role of the Jnr MI & Data Developer is to provide support to our Lead Developers with data, reporting and insight that supports both the creation of robust resource plans and effective performance management within the Operation. This support to the operational team will largely be driven through the production of bespoke data, insight and analysis.  This insight, delivered to senior stakeholders, will be used to improve forecasting, eliminate process inefficiencies and maximise the output and success of the planning and operational teams. The support to our call centres and operations is through daily and weekly reporting at a client/site level on operational performance including; Call queue performance Staffing and adherence performance Shrinkage and absence analysis Early Life and Glide Path performance Agent KPIs and insight, such as AHT, Resolve Rate, Transfer Rate, NPS, Quality Measures, and all other measures bespoke to the client requirements. This is a key role in being able to highlight areas of opportunity within the performance of the team as a whole by providing agreed KPI’s in a timely manner with supporting commentary and insight. Key Stakeholders: Operational Team Workforce Planning Best Practice Transformation Team Support Function Leads Clients Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)  Deliver insight on current and historic performanceDeliver insight on planning effectiveness and performance efficiency Maintain and develop our internal reports, databases and data structures to ensure they are fit for purpose Maintain and develop our internal planning tools in excel and other formats Deliver new reporting through PowerBI as part of TPs global strategyWorking closely with the operational teams to ensure that the plans are well defined, clearly communicated and executed well Conduct ad-hoc analysis on performance variance, and improvements to planned forecasts or schedules Develop and improve the presentation, relevance and effectiveness of agreed operational KPI’s Provide analytical support for WFM, Best Practice and Operations Administration keeping all system information accurately updated Ensure presentations are fit for purpose and the audienceManage the collation of effectiveness measures across Planning and Service Delivery Steer as part of the wider team our direction and priorities Main Job Requirements and Required Skills   Understanding of SQL / MSQL query building and data management.Strong excel skills including VBA preferable. Business Objects, Azure, PowerBI experience or similar desirable Strong analytical and data mining skills.. Previous experience of data analysis and/or reporting within a call center environment. Excellent knowledge of Microsoft applications, especially Excel and PowerPoint. The ability to create complex reporting models.The ability to work under pressure to tight deadlines. A proven attention to detail. Commercial awareness and customer focus. Who are we?  We are experts in people interactions, and this gives us the edge in delivering superior customer experience in every contact.  We constantly invest in research and development and get a deeper understanding of customer’s thoughts, behaviours and needs, across different countries, industries, channels, and generations. Our knowledge, technology, and market expertise, built through years of experience, allow us to successfully provide unique interactions all over the world.   What we offer Comprehensive initial training.Recognition schemes On-going coaching and development and genuine opportunities to develop your career with the company’s management programmesDiscounts on top retail brands 28 days’ holiday inclusive of bank holidays, rising to 30 from year 2Pension Scheme Sports & Social Scheme Refer a friend and Earn scheme – Up to £900 for each individual referredDiscounted holidays, flights and hotelsDiscounted utility bills Discounted cinema tickets 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.]

Operational Do you have the skills to fill this role Read the complete details below, and make your application today. 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 Hebrew 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.]

Quality & Policy Expert (Spanish Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match. Speaking) 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  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 Passion for providing support to people 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 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. xsokbrc Applicants must already have, and maintain, a valid permission to work in Ireland for the duration of the role.]

Job Type : In order to make an application, simply read through the following job description and make sure to attach relevant documents. Permanent Location : Dublin  Hours : -37.5 Hours per week. Out of hours work may be required. About us Teleperformance is a worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. We’ve been providing superior customer care for leading brands throughout the world since 1978 and every year we interact with more than 35% of the world’s population. We believe in the value of providing the best working environment for the best people, and our reputation as a company that works hard to inspire its employees has been recognized globally. Teleperformance was named a Great Place to Work® in various countries, including the UK, and was included in Forbes’ 50 Most Trustworthy Companies based in Western Europe, as well as in AON Hewitt Global’s Global Best Employers™ Program. We are an equal opportunities employer and we welcome applications from all suitably qualified persons. About the Role   As a Desktop Support Engineer you will provide desktop support to company employees, both on-site and at home for any issues reported. These will primarily relate to desktop and laptop hardware issues, software faults including email, telephony systems and associated in-house applications. You will be responsible for maintaining all IT kit based onsite and providing hands-on assistance to other IT teams and users based remotely. General BAU tasks include but are not limited to, ticket management, hardware & software support, fault finding, troubleshooting, deployment, networking, and ensuring compliance with both internal and external security audits and accreditations. Good customer facing skills and ability to prioritise your workload are also key aspects of the role. Candidates must be well-presented and prepared to invest their time to learn new skills in the constantly evolving world of Information Technology. Travel to our other Teleperformance sites within the UK may also be required on occasion. Duties   Troubleshooting reported faults with Windows Desktop, laptop, VDI & mobile for end users Software deployment and updates for all devices used in the estate Maintain a high degree of customer service via in person communication, call, e-mail, and instant messaging for all support queries Support and triage of major incident impacting business productivity and ability to maintain client KPIsGather and submit evidence in relation to quarterly and annual security policies, and external audits Identifying business risks and ensuring adherence to internal and external security requirementsClose attention to Service Level Agreements (SLAs) and setting a clear expectation to the customer Requirements   Ability to attain CTC and SC clearance as per UK government requirements.Ability to maintain a high degree of customer service for all support queries.Proven track record of close attention to Service Level Agreements (SLA’s) and setting a clear expectation to the customer. Proactive approach, ability to prioritise and manage own workload. Ability to solve complex problems & participate in continuous improvement. Excellent oral and written communication skills.Keen attention to detail.Ability to relate to others in a positive manner. Strong team focus.Experience with MS Office Packages Skills and Experience (advantageous) Experience and/or Qualifications in an IT field Experience with Windows 10 & 11Experience working with VDI solutions Experience with Cisco Networking desirable.Experience with MECM for software deployment, OS build and patch managementExperience of managing and implementing Group Policy in an enterprise environment.Experience with Anti Virus software and managing cyber security threatsExperience working with O365 products and services Working experience of ITIL and/or ISO270001 processes and procedures. xsokbrc Proactive approach, ability to prioritise and manage own workload Ability to solve complex problems & participate in continuous improvement.

Quality & Policy Expert Apply now, read the job details by scrolling down Double check you have the necessary skills before sending an application. 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 Russian 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

Quality & Policy Expert Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates. 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 Passion for providing support to people with accuracy and empathy2+ xsokbrc 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

Scheduling/Real Time Apply fast, check the full description by scrolling below to find out the full requirements for this role. Analyst Responsibilities to include but not be limited the following Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders Enforce real time adherence in all Work Types and Markets within the scope of operation Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level Recommended Qualifications 3+ years of tenure in WFM intraday and scheduling positionsProven experience in operating and directly handling a scope of more than 500 FTEs Proven experience in scheduling distribution/bidding of more than 2000 FTEs Creative xsokbrc and problem solving oriented Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.) Excellent communication skills Proactive and able to take decisions based on real time situationsKnowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros) Studies in Engineering, Business Administration, or related fieldsExperience working with internal/ external stakeholders in multiple geographic regions

Operational If you think you are the right match for the following opportunity, apply after reading the complete description. 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 Romanian 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.]

Quality & Policy Expert (Portuguese Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience. Speaking) 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  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 Passion for providing support to people 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 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. xsokbrc Applicants must already have, and maintain, a valid permission to work in Ireland for the duration of the role.]