Quality Assurance Team Member [18 MONTHS]

Position description

Electric Ireland is the primary customer facing business unit of the ESB Group and is the leading energy supplier in Ireland.  With over 1.4 million customers, both Residential and Business in an All-Ireland market and annual turnover in excess of €2 BN, it is the main customer interface for the ESB Group. Our product offerings include Electricity, Gas and Energy Home services.

The Quality Assurance team is responsible for evaluating interactions between customers and our Outsource Partners who deliver Service, Sales & Credit Control functions on behalf of Electric Ireland.

Key Responsibilities

• Evaluating Outsource Partners customer interactions to ensure a quality customer experience in line with brand values.
• Evaluating key processes
• Call listening
• Interacting with the Outsource Partners to discuss results & findings
• Preparing & presenting monthly reporting to relevant business units
• Highlighting issues/ errors to drive process improvements
• Reviewing evaluating process to ensure they always reflect  Electric Ireland key strategic pillars.  

Note: Travel to Outsource Partners locations may be required.

Experience and Qualifications

Essential

• Good knowledge of SAP processes
• Preferably experience in Customer Service
• Good understanding and an interest in the customer experience
• MS Office

Desirable

• Third level or equivalent experience

Location

This position will be based in Swift Square, Santry, Dublin

ESB is committed to smart working – combining digital tools with a culture of trust and empowerment to enable flexible ways of working. The successful candidate may work flexibly within their jurisdiction with attendance at the workplace for in-person collaboration on at least one anchor day per week. All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual.

Reporting To

Quality Assurance Team Leader

Why Work with Us?

• Opportunity to lead Ireland’s transition to net zero carbon future
• Career development through mentoring and training 
• Corporate Social Responsibility Opportunities
• Sports and Social Clubs
• Networking opportunities
• Credit Union
• Generous Pension
• Access to staff well-being programmes
• Generous parental leave entitlements
• Strong values-based and inclusive culture
• Strong commitment to diversity, equity and inclusion
• Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted

Salary

€40,000 - €47,500 per annum depending on experience.

Closing Date

19th September 2025

Your application will be held in reserve for 6 months should you be suitable for the role.