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 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 €40,000 - €47,500 per annum depending on experience. Closing Date 19th September 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.