SME Russian Language Specialist

About the Role

We are seeking a Subject Matter Expert (SME) fluent in Russian to join our team in Dublin. This position requires a dedicated professional eager to grow within a vibrant and international workspace while maintaining high standards of quality, compliance, and operational excellence. As an SME, you will serve as a tenured agent responsible for supporting, coaching, and mentoring team members, ensuring adherence to policies, and balancing operational efficiency.

Key Responsibilities

• Guide and support new agents during their initial nesting phase through hands-on coaching on the floor.
• Deliver real-time assistance post onboarding by resolving inquiries, mentoring tenured agents with emphasis on accuracy, empathy, and speed.
• Execute and monitor corrective and preventive actions focused on enhancing performance, accuracy, and operational efficiency.
• Maintain in-depth knowledge of client products and community standards, advocating effectively for the community by supporting process and policy updates collaboratively with training teams.
• Utilize excellent interpersonal, verbal, and written communication skills, demonstrating strong empathy towards the community.
• Uphold the client’s mission to care for the community, making principled decisions to support and protect it.
• Investigate and manage reported issues like account support requests and potentially abusive content.
• Strictly enforce the client’s Terms of Use by monitoring abuse reports and ensuring compliance.
• Conduct quality reviews of production tasks within the agreed timelines and standards.

Qualifications and Requirements

• Native or fluent proficiency in Russian.
• A passion for delivering accurate, empathetic one-on-one support.
• Successful completion of designated minimum English language proficiency tests or their equivalents.
• Passage of an agreed-upon minimum language proficiency test for Russian alongside English.
• Analytical and reasoning skills meeting the minimum thresholds established by vendor assessments.
• Post-secondary education or college-level qualification is preferred, subject to mutual agreement.
• At least two years of operational experience within a shared services or Business Process Outsourcing environment, with adequate program tenure to effectively coach and mentor new hires.
• Strong cultural and political awareness specific to the Russian-speaking market, essential for applying nuanced policy decisions appropriately.
• Previous experience in trust and safety operations is highly advantageous.

Compensation and Benefits

Salary is set at €44,351 per annum and includes a comprehensive benefits package. There are clear and attractive internal growth opportunities within the organization.

Additional Information

This role requires working onsite in Dublin. The SME will act as a crucial liaison among training, quality assurance, and operations teams.