Quality Assurance Team Member [18 MONTHS]

ESB; Dublin; Hybrid; EUR 40,000 - 48,000; Full time

Job summary

A leading energy supplier in Dublin is seeking a Quality Assurance Team Member for an 18-month role. The successful candidate will evaluate customer interactions and work closely with outsource partners to improve service quality. Candidates should have a strong understanding of customer experience and proficiency in SAP and MS Office. The role offers flexibility in working arrangements and a competitive salary between €40,000 and €47,500 depending on experience.

Benefits

Career development through mentoring and training

Generous Pension

Access to staff well-being programmes

Generous parental leave entitlements

Qualifications

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

Responsibilities

• Evaluating customer interactions to ensure quality experience.
• Evaluating key processes and call listening.
• Interacting with Outsource Partners to discuss results.
• Preparing monthly reporting to business units.
• Highlighting issues to drive process improvements.

Skills

Knowledge of SAP processes

Customer Service experience

Understanding of customer experience

MS Office

Education

Third level or equivalent experience

Job description

Quality Assurance Team Member [18 MONTHS]

Join to apply for the Quality Assurance Team Member [18 MONTHS] role at ESB

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

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