Quality Officer

**About the Role**

**Base Location**: Dublin

**Salary**: circa €37,000 + performance-related bonus + a range of other benefits to support your family, finances and wellbeing.

**Working Pattern**: Permanent | Full Time | Flexible First options available

**What is the Role?**

Our Quality Officer will design / create process documents and training content for the Customer Operations team, ensuring that we are adhering to standards set down by the Commission for Regulation of Utilities (CRU) and the Utility Regulator (UR). You will help make sure a culture of compliance is embedded within the Home Energy Operations team and this will involve Quality Assurance for approximately 200 agents. Some of your key accountabilities will include:

- Compliance: You will carry out daily quality checks to ensure the operational area are meeting their regulatory requirements. You’ll plan, conduct and monitor quality assurance reviews quarterly and report on same.
- Audits / Dip Tests: You’ll assist with all internal and external auditors, provide requests for information to auditors upon request from your manager, meet to discuss processes and procedures in your operational area. You’ll initiate and create dip tests to be completed by the business, which will make the operational areas more robust and compliant.
- Process Management & Improvement: You will produce and maintain work instruction documents, maps stored in Model Office and reporting / tracking systems. Ensuring that all quality content is kept up to date and relevant. Take responsibility for ensuring that where we are not meeting regulatory requirements that processes are improved and redocumented and training delivered.
- Customer Communications: Ensure all customer communications are kept up to date and approved by the business. Maintain the structured storage system for all customer communications and assists in making decisions for changes to General Terms and Conditions, Codes of Practice and Website changes.
- Scorecard / Report Development & Delivery: Create and review scorecards within Scorebuddy, including preparing explanatory documentation to support contact centre quality and compliance best practice. Analyses data from various sources and prepares regular management reports showing failure and success trends across a range of Quality and Compliance metrics.

**What do I need?**

To be considered for this role, we would love you to have:

- demonstrable quality inspection, auditing and testing experience
- knowledge of relevant regulatory requirements
- experience with the implementation of corrective action programs
- strong computer skills including Microsoft Office and databases
- excellent problem analysis, problem solving, organisation and communication skills (both written and verbal)

**About our Business**

SSE is a multinational energy company listed on the FTSE 100, with a vision “**to be a leading energy company in a net zero world**”. We’re investing in £24bn+ by the end of the decade to help deliver our Net Zero Acceleration Programme.

Part of SSE Plc, Energy Customer Solutions is the Customer facing division - providing energy and low carbon solutions to over 1.3million customers. We have a strong market position with great customer relationships and expert customer teams working in Belfast, Cardiff, Dublin, Perth, and Reading. Energy Customer Solutions is made up of 2 external brands; we operate under the brands **SSE Airtricity (Ireland) & SSE Energy Solutions (GB).**

SSE Airtricity is Ireland's second largest and fastest growing energy provider, supplying around 800,000 domestic and commercial gas, electricity and home energy services customers in the Republic and Northern Ireland. Around 40% of the electricity SSE Airtricity supplies to its customers on an island basis is generated from renewable sources - the greenest energy supply of any provider on the island and over three times the average on an all-island basis.

We have ambitious targets to help our customers on their journey to Net Zero by increasing the accessibility of green energy solutions through the provision of customer-driven propositions and we’re a partner to customers and stakeholders as they seek ways to respond to the climate crisis.

**Help us power change.**

**What’s in it for you?**

An excellent package with 34 days holiday entitlement, enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.

**Next Steps**

Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process consisting of a basic criminal records and credit check.

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