Job Description

About the role:
The Quality & Training Manager will lead the Quality Assurance (QA) and Training teams across the island of Ireland, driving a consistent, high-performing culture that underpins customer experience and operational excellence. This role is responsible for developing, managing, and continuously improving the end-to-end Quality and Learning framework for all teams, ensuring that employees are equipped, supported, and empowered to deliver best-in-class service.
The successful candidate will work closely with the senior leadership, and other stakeholders to ensure QA insights and training initiatives are strategically aligned, data-driven, and outcome-focused.
Key Responsibilities:
Strategic Leadership

• Lead and develop the Quality and Training teams across both Flogas Energy and Budget Energy.
• Design and implement an integrated Quality & Learning strategy that supports customer experience, compliance, and business objectives.
• Partner with senior management to align QA and Training priorities with organisational performance goals.

Quality Assurance Management

• Oversee the design and governance of QA frameworks, scorecards, and evaluation tools across all contact channels (voice, email, chat, back-office).
• Ensure consistency in quality monitoring, calibration, and feedback processes across all teams and locations.
• Analyse QA performance data to identify trends, training needs, and process improvement opportunities.
• Drive continuous improvement by using QA insights to influence operational decision-making and coaching approaches.
• Maintain alignment with regulatory and compliance requirements (e.g., CRU, UR, GDPR).

Training & Development

• Oversee onboarding and induction programs to ensure all new hires are fully prepared to perform effectively.
• Develop and maintain a structured learning curriculum for both new and existing employees.
• Introduce skill-based, role-specific training pathways to support career development and talent retention.
• Partner with Operations, HR, and QA to identify training gaps and deliver targeted interventions.
• Ensure training content remains up to date with business systems (e.g., UMAX ERP, IVR, digital tools), regulatory and policy changes.

Performance Management & Reporting

• Establish and track KPIs for both QA and Training functions (e.g., QA coverage %, CSAT correlation, FCR improvement, training effectiveness).
• Produce regular insight reports and recommendations for senior leadership on quality trends and workforce capability.
• Leverage data analytics to evaluate the impact of training and QA initiatives on operational and customer outcomes.

Team Development

• Coach and mentor QA and Training Leads, fostering collaboration and shared accountability.
• Ensure team members have clear objectives, performance measures, and development plans.
• Build a culture of learning, feedback, and excellence across both functions.

Candidate Profile:
The ideal candidate will have a minimum of three years' experience in a Quality or Training management role within a customer operations, contact centre, or energy/utility environment, with a proven track record of leading multi-site or multi-function teams across Quality, Training, or Continuous Improvement. They will demonstrate strong capability in designing and delivering impactful training programmes, from onboarding and induction through to leadership development, using data, QA insights, and analytics to drive measurable performance and process improvements. A confident and credible communicator, the candidate will excel in stakeholder management and be comfortable presenting insights and recommendations at senior level. Experience with CRM and ERP systems (such as UMAX), learning management systems, and digital learning platforms will be a strong advantage.
About Flogas:
Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.
Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. Flogas actively supports micro-generation, which involves generating electricity from renewable sources such as solar photovoltaic (PV), micro-wind, micro-hydro, and micro-renewable combined heat and power We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.
As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.
Why work with us?
Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.
Benefits:

• Competitive Salary
• Defined Pension Contribution
• Healthcare
• Staff discounts
• Hybrid work options (role dependant)
• Health and Wellbeing Supports
• Learning and Development
• Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.

Budget Energy is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.

Skills Required