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.

• 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.