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Conduct quality assurance evaluations for customer service operations, analyze root causes and performance data, provide progress reports, resolve process questions, serve as a QA subject matter expert, and support continuous improvement initiatives. Requires Mandarin and English proficiency and availability for rotational shifts.

Supports campaign growth by managing contact-center operations, quality standards, service-level agreements, KPIs, staffing, client performance reviews, and improvement plans. Leads team leaders and direct reports through hiring, training, coaching, performance management, employee engagement, and corrective action. Collaborates with Training, HR, Quality, Workforce Management, Talent Acquisition, Business Development, and clients to resolve issues, improve performance, and maintain operational standards.

Supervise and develop a BPO operations team to meet campaign objectives, quality standards, and performance targets. Review performance reports, track underperforming agents, conduct daily team meetings, establish priorities, and adjust processes in real time. Coach agents through observation, one-on-one meetings, quarterly reviews, talent management, and development plans while ensuring key performance indicators are consistently achieved.

Manage end-to-end recruitment across sourcing, screening, interviewing, offer negotiation, and onboarding. Partner with hiring managers and stakeholders, provide talent-market insights, manage hiring accounts, and lead recruitment activities across regions. Develop sourcing strategies, maintain talent pipelines, analyze recruitment metrics, improve candidate experience, ensure labor-regulation compliance, and represent the employer brand.

Reviews content moderation, identity verification, authenticity, access, and escalation workflows for global risk operations. Applies abuse policies with strong cultural and regional understanding of Maghreb markets, covering violence, self-harm, fraud, hate speech, phishing, child exploitation, sexual content, and dangerous organizations. Works onsite in Dublin on rotating full-time shifts and completes four weeks of onsite training.

Reviews content moderation, identity verification, authenticity, access, and escalation workflows for policy compliance. Assesses sensitive content involving violence, self-harm, fraud, hate speech, malware, exploitation, nudity, and other abuse categories. Applies nuanced decisions using German-language and regional cultural knowledge, client policies, and training materials. The role is fully onsite in Dublin, includes four weeks of training, shift work, and requires strong critical thinking, communication, collaboration, and emotional intelligence.

Provides real-time coaching and operational support to agents, investigates user reports, escalates abusive content, and helps implement quality and policy standards. Acts as a liaison between Quality, Training, and Operations while applying nuanced cultural and linguistic judgment for Hebrew-speaking markets. Requires fluency in Hebrew and English, strong communication skills, and at least two years of shared services or BPO experience.