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Quality Assurance Team Member [18 MONTHS]

 
Vacancy Number:  27249
Category:  Customer
Job Type:  Temporary Full-time
 

 

 

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.

 

Diversity, Equity and Inclusion Statement

ESB is committed to being an equal opportunities employer. We welcome applications from all sections of society and ensure that no one is discriminated against on the grounds of race, religion or belief, ethnicity or nationality, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation or gender identity, or any other basis as protected by law. 

Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, recruitment@esb.ie.  

About ESB

Join us in our mission to achieve a net-zero electricity system by 2040. ESB is Ireland’s leading energy utility, with activities spanning electricity generation, transmission and distribution, energy supply, energy services and international consultancy. Operating in Ireland, Northern Ireland and Great Britain, we invest over €1 billion each year to deliver a new energy future based on reliable, affordable zero-carbon electricity.
 

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