Quality Assurance Team Lead

Position Description This role is to manage the Quality Assurance team, who are responsible for evaluating interactions between customers and our Outsource Partners who deliver Service, Sales & Credit Control functions on behalf of Electric Ireland. Key Responsibilities Manage the Quality Assurance team Evaluating Outsource Partners customer interactions to ensure a quality customer experience in line with brand values. 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 and evaluating process to ensure they always reflect Electric Ireland key strategic pillars. Experience and Qualifications Essential Third level qualification / 3+ years relevant experience Ability to work collaboratively within a team environment Stakeholder management Excellent communications skills with an ability to present findings to all levels of the business Proven ability to take the lead in delivering data related solutions to key business stakeholders Experience in Customer Service MS Office Desirable Good knowledge of SAP processes Location This position will be based in Swift Square in Santry. 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 two anchor days 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 Customer Advocacy Manager Why Work with Us? Opportunity to lead Ireland's transition tonet zero carbon future Career developmentthrough mentoring andtraining 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 €48,100 - €56,600 per annum (depending on experience) Closing Date 23rd July 2025 Your application will be held in reserve for 6 months should you be suitable for the role. .buttontext4ebea33125a0ecd0 a{ border : 1px solid transparent; } .buttontext4ebea33125a0ecd0 a : focus{ border : 1px dashed #009DE0 !important; outline : none !important; } 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, . 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. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login / Register to apply button below.