Department: Billing
Employment Type: Full time
Location: Hybrid - Sandyford, Dublin 18
Salary: 41,600 OTE
As Yuno Energy grows its Domestic Billing & Collections operation, we need a Quality Assurance Specialist to give the business an objective, consistent view of how well work is being carried out and to turn that view into fewer errors, lower risk and better equipped agents.
The core function of this role is to review every work stream carried out by an agent and, using the relevant tooling, operate a scorecard & sampling approach to assess performance against agreed process procedures and guidelines. Each work process is assessed against its own key criteria — which vary by process, so that the assessment reflects what actually matters for that piece of work and directly mitigates risk and error
Key Responsibilities:
Quality Framework & Scorecards
- Design and maintain the QA framework, including standards, assessment criteria and scoring methodologies, based on approved process and training documentation.
- Build and iterate scorecards with criteria tailored to each work process, assessing performance and reducing risk and error.
- Update scorecards as processes change so they stay fit for purpose and aligned to current process and regulatory expectations.
- Keep scorecards accessible to agents so standards, expectations and compliance requirements stay transparent.
Monitoring & Assessment
- Review each work stream using the relevant tooling to assess performance against agreed procedures and guidelines.
- Log findings accurately and escalate non-adherence or material risk promptly to the relevant Manager, Team Leader and Trainer.
Quality Feedback & Risk Closure
- Deliver findings to agents and Team Leaders in a constructive, quality driven way.
- Identify training needs and risks from findings and close them through feedback, or by liaising with the Trainer where discrepancies recur on specific processes.
Centralised Dashboard & Reporting
- Track all scorecard outputs in a centralised dashboard so Management and Trainers can view trends by person or process.
- Produce regular reporting on adherence rates, error trends and scorecard outcomes.
- Analyse QA data to surface root causes and recurring themes, turning findings into clear, evidence-based recommendations.
Training Needs & Continuous Improvement
- Use findings to identify skill gaps at individual and team level, feeding these into training plans with the Trainer so development is targeted, measurable and tracked to improved outcomes.
- Champion quality across the department and promote ownership of QA outcomes at all levels.
- Support process improvements identified through QA activity and help embed consistent standards across teams.
Skills, Knowledge and Expertise:
Essential
- Proven experience in a quality assurance, quality monitoring or compliance role, ideally within a high volume operational or contact centre environment.
- Experience designing and maintaining QA scorecards and scoring methodologies, with the ability to tailor criteria to different work processes.
- Strong analytical skills, ability to identify trends, root causes and recurring themes from QA data and translate them into clear recommendations.
- Confident, constructive communicator able to deliver quality feedback to agents and Team Leaders in a way that drives improvement.
- Experience building and maintaining reporting or dashboards that surface individual and holistic performance trends.
- Strong attention to detail and sound judgement on risk, adherence and compliance.
- Well organised and disciplined with records, able to evidence findings, actions and closure.
Desirable
- Familiarity with CRM platforms (CRM Evo or equivalent), Microsoft 365 (Teams, SharePoint, Power BI) and QA / call monitoring tooling.
- Understanding of how QA outputs feed training needs and continuous improvement activity.
- Exposure to process change and business readiness and maintaining QA criteria through change.
- Competitive salary and bonus structure
- Private Pension Contribution Scheme with Zurich Life
- Discounted Health Insurance - Group Scheme with Laya Healthcare
- Employee Assistance Program provided by TELUS Health
- Free Online GP Services via Webdoctor.ie
- Excellent career progression opportunities in a growing company with strong market presence
- Fast-paced, friendly team environment
- Continuous training and development
- Annual leave that increases with service
- Exclusive PrepayPower Staff Tariff
- Modern offices with excellent facilities in Sandyford
- Active CSR, Wellness, and Social initiatives plus great social events
- Refer-a-Friend Scheme
- TaxSaver Travel Tickets & Bike-to-Work Scheme
Since entering the Irish market in late 2023, we've been transforming the residential energy sector with a bold mission: to help consumers save energy and money through a data-driven, app-first experience. We are redefining how people understand and engage with their energy.
Our innovative approach delivers radical transparency and rewards energy efficiency. With just a few taps, customers can gain a clear view of their energy habits—tracking every hour, unit, and cent of their usage. In 2025, together with PrepayPower, we proudly reached over 350,000 customer connections.
Why Work at Yuno Energy
At Yuno Energy, we believe work should be both challenging and rewarding. Ranked among Ireland's Great Places to Work, we offer ambitious individuals a dynamic, fast-paced environment with exciting opportunities for growth.
We are proud to be an Equal Opportunity Employer, committed to treating all employees, customers, and stakeholders with dignity and respect. We value diverse talent and are dedicated to building an inclusive workplace that drives innovation and delivers exceptional services. We encourage applications from people of all backgrounds and experiences.
Yuno Energy is part of the Yuno Group, alongside PrepayPower and firmus Energy. With almost 600 employees and growing, we are shaping the future of electricity, gas, and broadband in Ireland.
Join us and become part of a dynamic, ambitious team that's shaping the future of energy.
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