QA And Training Analyst

Bord Gais Energy

Dublin City Centre, Dublin

QA and Training Analyst x 2. Reference R9950985. Department - Customer Operations. Location - Dublin. Permanent. Reporting to: Training and Quality Assurance Lead. Bord Gáis Energy, part of Centrica PLC, is one of Ireland's leading energy providers. We supply gas, electricity and energy services to over 650,000 homes and businesses across the country, offering excellent customer service as well as the best value possible. We are the helpful energy company. We currently have an excellent opportunity for a Quality and Training Analyst. You will 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 will also be performing key quality tasks and audits in respect of our products and services. You will be responsible for the design, delivery and measurement of training within Bord Gáis Energy and at external suppliers. If you have 5 years' experience in a training role, and enjoy promoting a culture of continuous learning, this could be the opportunity for you! 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; Participates 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. To 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's 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. It is essential that you have 5 years training experience. 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. In return, you'll receive a competitive salary, generous annual leave allowance, and a host of other benefits. You will enjoy our friendly and collaborative office culture, with excellent work/life balance. Our Values. care | delivery | collaboration | agility | courage. O ur brand We are the helpful energy company. Our promise. We look after the little things to help make life easier. The closing date for receipt of applications for this vacancy is 24 September 2018. Canvassing will disqualify. This job originally appeared on RecruitIreland.com.

2047 days ago