QA & Training Analyst

2 weeks ago

Dublin, Ireland Centrica Full time

We are Centrica We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future .

QA and Training Analyst

R0059119

Customer Operations – Dublin

Fixed Term Contract

Reporting to: Training and Quality Assurance Lead

Bord Gáis Energy generates, sells and trades energy for use in the Republic of Ireland. We’ve been in operation since 1976 and today we supply over 750,000 customers with energy in Ireland. In 2014 we became part of Centrica plc. We are a progressive company with a reputation for experience and expertise in the energy market, and are committed to ensuring that all of our activity is aimed at benefiting and serving our customers.

As QA & Training Analyst you’ll be responsible for ensuring the highest standard of training is delivered and the highest quality of service is maintained by all customer facing and back-office teams. You’ll also be performing key quality tasks and audits in respect of our products and services. You’ll also be responsible for the design, delivery and measurement of training within Bord Gáis Energy and to external vendors.

About the Role

Quality

Lead the customer operations quality standards calibration process Conduct Quality Audits internally and externally as required Investigating exceptions & deviations findings and raising appropriate corrective or preventative actions Monitor and measure policy & process adherence, recommend corrective action where appropriate and assist with implementation Generate and share quality reports that indicate trends, insights and areas of opportunity Works collaboratively with all stakeholders and internal customers to gather feedback, identify requirements and execute effective processes that meet business needs Participate in the introduction of new process or modified process steps or new product introduction on behalf of Quality Assurance Design and maintain all service related, Quality Assurance Agreements (QAA’s) with suppliers in conjunction with Supplier Management team Implement and improve Quality Systems to realize the highest quality standards attainable for all activities conducted by the company Support the review & sign off of SOPS on behalf of QA to ensure support staff in completing their assigned responsibilities to the highest quality standard

Training

Design and delivery of training and briefings, articles or e-Learning materials for induction, new products, changes or as the business needs Maintain all training database/records for audit purposes, to perform regular audits and to propose measures and/or further training to ensure compliance Maintain the Training Unit intranet page Ensure all trainees are following the training lifecycle appropriate to their competency and completed training through effective quality monitoring and controls Design, manage and implement the quarterly and annual training plan with internal and external stakeholders. Collaborate with Quality Assurance to design Training Needs Assessment, including best practice training methods to reduce rework and errors

General

Work closely with third party suppliers and internal teams to continually ensure the quality execution of Bord Gáis Energy processes through audit calibrations, continuous review, coaching log analysis Educate internal customers in the maintenance of procedures and metrics to ensure compliance with internal and external standards Liaise with cross functional departments on the management of supplier performance Ensure timely closing of all relevant corrective actions and audit actions Identify, support and implement continuous improvement initiatives or projects Actively promote a culture of continuous improvement and continuous learning across the organisation Acting as champion for the customer’s best interests

About You

Proven experience in a training & quality role Experience in consumer customer support/contact centre environment highly desirable Third level degree in business or related field Strong analytical skills with attention to detail Excellent verbal and written communication skills

Bord Gáis Energy are committed to placing equality, diversity, care and respect at the heart of our policies and everyday practices. We encourage everyone to take part in our active employee networks, including the Women's network, REACH (Race, Ethnicity, & Cultural Heritage) network, Neurodiversity network, Carer’s network, and BRÓD, our LGBTQ+ network. We're proud of the work our networks and allies do to help us promote a culture of inclusion, empowering our colleagues to be themselves and do their best work. Our vision is to employ a diverse mix of people who reflect the societies we work in and the customers we serve, so we welcome applications from people of all backgrounds and perspectives.

Our Flexible First working model empowers our people to find a better balance between home and office working. You can enjoy the convenience of working from home combined with time spent onsite in a way that works for you, our customers, and our business. Our office is used as a place to connect and collaborate with colleagues, rather than your default place of work each day.

Here in Bord Gáis Energy we’re helping to create a more sustainable and inclusive future that supports our communities, our planet – and each other. The prevention of family homelessness in Ireland is an area where we believe we can make a real difference and through our partnership with Focus Ireland, we have been working on making this a reality since 2015. We encourage all colleagues to get involved in the partnership, with everyone receiving 2 days' volunteering leave to participate in initiatives or events supporting Focus Ireland.

Our Values

care | delivery | collaboration | agility | courage

The closing date for receipt of applications for this vacancy is 15 May 2024.

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