Quality Assurance Specialist – Customer Experience

ESB; Dublin; Hybride; EUR 42 000 - 49 000; Plein temps

Résumé du poste

ESB, based in Dublin, seeks a Quality Assurance Team Member for a 18-month temporary role to improve customer experience across Service, Sales and Credit Control via QA oversight and data-driven insights.

You will review customer interactions, identify pain points, and influence performance improvements across internal teams and Outsource Partners, contributing to ESB’s strategic objectives and net-zero ambitions.

Qualifications

• Strong SAP knowledge and understanding of related business processes.
• Experience in Quality Assurance or Customer Service with focus on service quality.
• Understanding of customer experience principles and pain point analysis.
• Proficient in MS Office, Excel, PowerPoint; comfortable with Teams.
• Attention to detail with analytical capability to identify trends.
• Proactive, with ability to work collaboratively in a team.
• Third level qualification or equivalent in QA, CX, or CI.
• Knowledge of Power BI and MS Forms is a plus.

Responsabilités

• Evaluate Outsource Partner interactions for quality and compliance with ESB brand.
• Review voice and non-voice interactions, identify trends and risks.
• Present findings to Outsource Partners and internal stakeholders.
• Identify issues and drive improvement actions through resolution.
• Support internal teams on QA, complaints and CX initiatives.

Connaissances

Quality Assurance

Customer Service

Stakeholder engagement

Formation

Third level qualification or equivalent experience

Outils

SAP

Excel

PowerPoint

Power BI

MS Forms

MS Teams

Description du poste

ESB, based in Dublin, seeks a Quality Assurance Team Member for a 18-month temporary role to improve customer experience across Service, Sales and Credit Control via QA oversight and data-driven insights.

You will review customer interactions, identify pain points, and influence performance improvements across internal teams and Outsource Partners, contributing to ESB’s strategic objectives and net-zero ambitions.