Location: Dublin, Ireland
Salary: €44,341 per annum
Contract: Full-Time, Permanent
Hours: 40 hours per week
Operational Hours: Must be able to support a 24/7 operation. Current working rotation is 09:00–18:00.
Training: 13 weeks
Fluent Hebrew? Strong quality experience? Ready for your next challenge in Trust & Safety? We’d love to hear from you
We are looking for an experienced Hebrew-speaking Quality & Policy Expert to join our team in Dublin.
This is a key role within our Trust & Safety operation, supporting the quality, accuracy and consistent application of content policies and operational guidelines.
You will act as a subject matter expert for your market, working closely with Operations, Quality and Training teams to identify trends, improve performance and ensure policy decisions are applied accurately and consistently.
If you have a strong quality background, excellent analytical skills and an interest in Trust & Safety, Content Moderation and Online Safety, this could be a fantastic next step in your career.
- Partner with internal client teams to ensure content moderation decisions are regularly audited for accuracy and performance feedback is shared with the appropriate teams.
- Support all aspects of the internal quality audit process, including audit planning, implementation, feedback and re-audits.
- Complete audits within required timeframes and provide clear, actionable feedback to drive improved performance.
- Identify gaps in content policy and operational knowledge and work with Training teams to develop targeted support.
- Collaborate with Operations and Quality Managers to improve the performance of individuals or teams not meeting required quality and effectiveness metrics.
- Become a subject matter expert on client products, Community Standards, Content Policies and Operational Guidelines.
- Communicate and reinforce policy and process changes across operational teams.
- Make balanced, evidence-based decisions relating to quality and effectiveness.
- Mentor and support new Quality & Policy Experts in the use of audit tools, systems and processes.
- Develop process documentation and provide feedback on the effectiveness and functionality of audit tools.
- Conduct Root Cause Analysis (RCA) to identify error trends, process inefficiencies and policy or system issues.
- Develop and recommend action plans to address identified quality and performance gaps.
- Recognise trends and patterns and escalate significant policy issues to global teams for review and mitigation.
- Use Hebrew market-specific knowledge, cultural understanding and insights to identify opportunities to improve support for our community of users.
- Work closely with Quality Leaders to plan, design and implement continuous improvement initiatives.
Essential:
- Fluent written and spoken Hebrew and English.
- Strong analytical and problem-solving skills.
- Excellent attention to detail and the ability to identify subtle trends and inconsistencies.
- Strong practical knowledge of Microsoft Excel, including PivotTables, charts and statistical functions.
- Ability to provide constructive feedback with accuracy, professionalism and empathy.
- Strong communication and stakeholder management skills.
- Ability to multitask, prioritise and work independently.
- Comfortable working within a fast-paced and rapidly changing environment.
Desirable:
- Previous Trust & Safety or Content Moderation experience.
- Experience interpreting or applying policies and operational guidelines.
- Experience conducting Root Cause Analysis and developing improvement plans.
- Knowledge of Power BI, Tableau or similar data visualisation/reporting tools.
- Previous experience coaching, mentoring or supporting colleagues within a quality environment.
This is an opportunity to move beyond traditional Quality Assurance and become a genuine policy and quality subject matter expert.
You’ll have the opportunity to influence quality standards, identify improvements, work with multiple teams and use your Hebrew language and market knowledge to help support a safer and more effective online community.
This is a full-time, permanent role based in Ireland.
Applicants must hold a valid and sufficiently long permission to work in Ireland that enables them to perform the role on an ongoing basis.
Where an applicant's current work permission is due to expire shortly, the Company may require evidence that a renewal application is in progress before an offer can proceed.
Please note: This position is not eligible for employment permit sponsorship. Applicants must already hold, and continue to maintain, valid permission to work in Ireland for the duration of their employment.
If you're an experienced operational professional who enjoys coaching others, solving complex problems and supporting high-performing teams, we'd love to hear from you.
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