French SME for Sub‑Saharan Africa (Onsite, Dublin)

About the role

We are looking for a French‑speaking Subject Matter Expert (SME) to support our Sub‑Saharan Africa (SSA) client operations from our Dublin office. The SME will coach new agents, provide real‑time assistance to tenured staff, and ensure compliance with quality and policy standards.

Key responsibilities

• Coach and mentor new‑hire agents during the nesting phase on the floor.
• Provide real‑time support, side‑by‑side coaching, team huddles and root‑cause analysis coaching for tenured agents.
• Assist in implementing corrective and preventive action plans to improve accuracy while maintaining efficiency.
• Become an expert on client products and community standards, supporting policy updates and process changes.
• Investigate and resolve reported issues, enforce the client’s Terms of Use, and monitor abusive content.
• Review production jobs within agreed turnaround times and quality standards.

Required profile

• Fluent French for the SSA region and strong English proficiency (minimum test scores as agreed).
• At least 2 years of operations experience in a shared‑services or BPO environment.
• Demonstrated analytical and reasoning abilities (test scores as agreed).
• Further education or college background is desirable.
• High cultural awareness and empathy for the community served.

Required skills

What we offer

• Annual salary of €44,351.
• Excellent benefits package.
• Clear internal growth path.
• On‑site role in Dublin with a dynamic, international environment.