Location: Dublin (Sandyford area)

Hours of Operation: currently 8am- 5pm Mon-Fri (subject to change)

Salary: €38,000 gross/year (Plus performance bonus)

Are you passionate about upholding the highest standards of quality and compliance? We are seeking a passionate and experienced Subject Matter Expert to join our dynamic team. In this SME role, you'll play a crucial part in helping us to develop and support Quality Analysts in Legal Compliance Operations team, while ensuring the highest standards of service quality for our client's community.

As an SME you will:

• Coach and mentor newly hired team members during “nesting phase”.
• Provide Real Time support by resolving inquiries, coaching & mentoring with high quality, speed, empathy and accuracy to tenured team members 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 our client’s products and community standards, and be an effective advocate for the 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.).
• Demonstrate strong interpersonal skills, verbal and written communication skills and most importantly empathy
• Display a strong bias to doing what’s right for our community
• Investigate and resolve issues (such as requests for account support and reports of potentially abusive content, etc.)
• Review production jobs in the agreed turnaround times and standards of quality.

This role is a perfect fit for you if you have:

• 2+ years' operational experience in Shared Services/Business Process Outsourcing (BPO)/Service Management environment/Process Management environment
• Previous experience as a Subject Matter Expert (SME)
• Post-secondary education preferred
• Demonstrated proficiency in English (at C1 level)
• Strong analytical and reasoning capabilities, Problem-solving abilities in complex situations
• Attention to detail and accuracy in decision-making
• Exceptional interpersonal skills with emphasis on empathy, active listening, and clear communication
• Demonstrated ability to provide accurate and thoughtful 1:1 support and make nuanced policy decisions

If you're ready to take on this new exciting role, apply today for immediate consideration!

Why Join Us?

• Comprehensive Benefits: Competitive compensation package, medical insurance contributions (tenure based), and wellness programs, mental health support and resources, Employee assistance program
• Collaborative, diverse, and inclusive workplace culture, join a network of passionate professionals
• Career Development: take an opportunity to turn this job into a career with many career development opportunities in TELUS Digital on a global or local level
• Employee Referral program (refer a friend to work with us and get up to €1000)
• CSR Projects: Be part of meaningful community initiatives.