Quality Assurance Team Member [Temp 18 Months]

Position Description 

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. This role is responsible for driving improvements in customer experience through effective quality assurance oversight and data-driven insight. The role will take ownership to identify customer pain points, influencing operational performance and delivering continuous improvement initiatives across both internal teams and Outsource Partners.

This role will play a vital role in helping achieve ESB’s strategic objectives to empower customers, build a resilient infrastructure and decarbonise electricity.

Key Responsibilities 

• Evaluate Outsource Partner customer interactions to assess quality, consistency and compliance with Electric Ireland brand values, providing insight to support improved customer outcomes.
• Conduct detailed reviews of both voice and non-voice customer interactions, identifying trends, risks and opportunities to improve service quality and customer experience.
• Engage with and present findings to Outsource Partners and internal stakeholders, using quality data and customer insight to influence performance improvements.
• Proactively identify issues, errors and recurring customer pain points, escalating where appropriate and driving process improvement actions through to resolution.
• Support internal teams on quality assurance, complaints and customer experience initiatives, taking responsibility for ad hoc activities and contributing to wider business priorities as required.

Experience and Qualifications 

Essential

• Strong working knowledge of SAP systems and related business processes, with the ability to interpret information accurately and use system insights to support effective decision-making.
• Demonstrated experience in Quality Assurance or Customer Service with a clear understanding of service quality standards and customer-focused resolution.
• Good understanding of customer experience principles, including the ability to identify customer pain points, assess service impacts and recommend practical improvements.
• Experience using MS Office applications, particularly Excel and PowerPoint, with the ability to analyse information, prepare clear outputs and confidently use Microsoft Teams to support collaboration and stakeholder engagement.
• Strong attention to detail and good analytical capability and the ability to review information critically to identify trends, risks, errors and opportunities for improvement.
• Ability to take initiative, exercise good judgement and work collaboratively as part of a team while managing responsibilities with a high level of ownership and accountability.

Desirable  

• Third level qualification or equivalent relevant experience in a quality assurance, customer service, operational performance or continuous improvement environment.
• Knowledge of additional Microsoft applications such as Power BI and MS Forms, with the ability to use digital tools to support reporting, insight generation and process improvement.

Location 

This position will be based in Customer Solutions, Swift Square, Santry, Dublin 9, occasional travel may be required to outsource partners within Ireland.

Smart Working at ESB is designed to make ‘in-person’ time together as purposeful as possible while also enabling the effective use of digital tools and hybrid arrangements to preserve our commitment to flexibility. The successful candidate may work flexibly within the jurisdiction where they have been employed, with attendance at the workplace for in-person collaboration at least two days per week. All Smart Working arrangements are subject to regular review based on the operational requirements of the role, the team, and the business.

Reporting To

This role will report to the Quality Assurance Team Lead