Quality Assurance Team Member [Temp 18 Months]

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

Select how often (in days) to receive an alert:

Quality Assurance Team Member [Temp 18 Months]

Vacancy Number: 29059

Category: Customer

Job Type: Full-time

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

• 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.
• 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 collaborationat 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

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
• Access to staff well-beingprogrammes
• 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

€41,500 - €48,800 per annum, depending on experience.

Closing Date

16th November 2026

Interview

Candidates who are shortlisted for interview will complete a Behavioural Interview based on each of the following Behaviours, which underpin how we work at ESB and are critical to delivering our strategy:

Your application will be held in reserve for 6 months should you be suitable for the role.

The successful candidate will be required to evidence their right to work in the Republic of Irelandprior to commencement of employment.

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, [e-mail].

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.