🇮🇪 Dublin, Ireland — Operational SME — Sub-Saharan Africa (SSA) Speaker
About the role
As an Operational SME, you will play a key role in supporting operational excellence by coaching team members, ensuring policy compliance, and acting as a bridge between Operations, Quality, and Training. You will help improve team performance while maintaining the highest quality standards and delivering an outstanding customer experience.
About the project
ELITYORA is recruiting an Operational Subject Matter Expert (SME) – Sub-Saharan Africa (SSA) on behalf of one of our international partners in Dublin City Centre. This opportunity is ideal for experienced professionals in content operations, trust & safety, or business process outsourcing who are ready to take the next step into a coaching and operational support role.
Key responsibilities
- Coach and mentor newly onboarded team members during their learning period
- Provide real-time guidance and support to experienced agents through coaching sessions and knowledge sharing
- Assist with performance improvement initiatives by identifying quality gaps and recommending corrective actions
- Support the implementation of new processes, policies, and operational updates
- Collaborate closely with Quality, Training, and Operations teams
- Review operational cases while ensuring compliance with internal policies and quality standards
- Investigate complex customer or platform-related issues and provide appropriate resolutions
- Promote best practices and contribute to continuous process improvement
Candidate profile
- ✔ Native or fluent proficiency in a Sub-Saharan African language supported by the project
- ✔ Excellent English communication skills
- ✔ Minimum 2 years of experience in Operations, Shared Services, BPO, Trust & Safety or a similar operational environment (Mandatory)
- ✔ Previous experience supporting or coaching operational teams
- ✔ Strong knowledge of quality processes and policy compliance
- ✔ Strong coaching, mentoring and interpersonal skills
- ✔ High attention to detail and analytical thinking
- ✔ Excellent decision-making and problem-solving abilities
- ✔ Cultural awareness and knowledge of the supported market
- ✔ Valid permission to work in Ireland — visa sponsorship is NOT available
- ✔ Available to work onsite in Dublin
Contract conditions
- Location
- Dublin City Centre, Ireland — fully on-site
- Contract
- Permanent Full-Time Contract
- Salary
- €44,351 gross per year
- Onboarding
- Professional onboarding and continuous training
Training
- Professional onboarding programme
- Continuous training and upskilling within an international environment
Benefits
- Private healthcare insurance
- Pension scheme
- Paid annual leave
- Irish public holidays
- Professional onboarding and continuous training
- Career development opportunities within an international environment
- Supportive and multicultural workplace
Why apply
Live in Dublin
Work in the heart of one of Europe's most dynamic capitals.
Step Up Into Coaching
A senior operational role where your expertise directly shapes team performance and quality standards.
Full Benefits
Private healthcare, pension scheme, paid leave and Irish public holidays.
Permanent Role
Stable permanent contract with real career prospects in an international environment.
Multicultural Team
Join a supportive and diverse workplace collaborating across Operations, Quality and Training.