Quality Assurance Specialist

About the Role and Company

Yuno Energy is expanding its Domestic Billing & Collections team and seeks a Quality Assurance Specialist based in Sandyford, Dublin 18, working in a hybrid environment. The position is full-time and offers a salary with an OTE of 041,600. Yuno Energy is a rapidly growing energy company focused on transforming the residential energy market through data-driven, app-first experiences. Since launching in Ireland in late 2023, they have gained over 350,000 customer connections and offer a dynamic, inclusive workplace.

Role Overview

The Quality Assurance Specialist's primary responsibility is to objectively evaluate every workstream performed by agents, utilizing specific tooling and a scorecard-based sampling approach to measure adherence against defined process procedures and guidelines. Assessments are customized to each process to reduce errors and risks effectively.

Key Responsibilities

• Develop and manage the quality assurance framework by setting standards, assessment criteria, and scoring methods aligned with approved process and training documentation.
• Create and regularly update scorecards tailored to individual work processes to measure performance and reduce errors and risks.
• Ensure scorecards remain current and relevant as processes and regulatory requirements evolve.
• Maintain transparency by making scorecards accessible to agents to clarify standards, expectations, and compliance obligations.
• Use designated tools to review workstreams against specified procedures and guidelines, logging findings accurately.
• Report any significant non-compliance or risks promptly to management, team leaders, and trainers.
• Communicate quality findings constructively to agents and team leaders, fostering improvement.
• Identify training needs and risk factors from assessments; coordinate with trainers to address recurring issues.
• Maintain a central dashboard tracking all scorecard results to monitor trends at individual and process levels.
• Generate regular reports on compliance rates, error trends, and overall QA outcomes.
• Analyze QA data to discover root causes and recurring patterns, providing evidence-based recommendations.
• Collaborate with trainers to target skill gaps through measurable, tracked training plans.
• Promote a quality-oriented culture within the department and encourage accountability for QA results across teams.
• Support and facilitate process improvements identified via QA activities to standardize practices.

Candidate Requirements

• Demonstrated experience in quality assurance, quality monitoring, or compliance roles, ideally within high-volume operational or contact center settings.
• Proficiency in designing and managing QA scorecards with adaptable criteria for different workflows.
• Strong analytical capability to detect trends, root causes, and patterns from QA data and convert insights into actionable recommendations.
• Effective and confident communicator able to deliver constructive feedback driving performance improvement.
• Experience in building and maintaining performance dashboards or reports illuminating individual and team outcomes.
• Excellent attention to detail and sound judgement regarding risk, compliance, and adherence issues.
• Highly organized with thorough recordkeeping to document findings, actions, and resolutions.
• Desirable: Familiarity with CRM platforms such as CRM Evo or equivalents, Microsoft 365 suite (Teams, SharePoint, Power BI), and call monitoring tools.
• Understanding of how QA results inform training initiatives and ongoing process enhancement.
• Exposure to managing QA criteria during process changes and business readiness efforts.

Benefits

• Competitive salary plus bonus opportunities.
• Private pension contributions with Zurich Life.
• Discounted group health insurance via Laya Healthcare.
• Employee Assistance Program through TELUS Health.
• Access to free online GP consultations via Webdoctor.ie.
• Strong opportunities for career progression in a growing company.
• Supportive and fast-paced team culture with ongoing training and development.
• Increasing annual leave based on length of service.
• Special staff energy tariff with PrepayPower.
• Modern, well-equipped offices located in Sandyford.
• Active corporate social responsibility, wellness, and social event programs.
• Refer-a-friend hiring scheme.
• TaxSaver travel tickets and Bike-to-Work scheme participation.

Additional Information

By applying, candidates consent to Yuno Energy processing their personal data for recruitment in accordance with the company's Privacy Notice. The employer is an Equal Opportunity organization promoting diversity and inclusion across employees and stakeholders.