Quality & Policy Expert – Hebrew

About the Role

What You’ll Be Doing

• 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.

What We’re Looking For

• 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.

• 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.

Why This Role?

Right to Work in Ireland