Join RSA and make a difference every day. 

Whether you are just beginning your career or looking to take the next progressive step in your journey, RSA Insurance is an organization where you can be yourself, learn and develop and a place where your ideas and contributions matter.  

With offices in Belfast, Galway, and Dublin, we have embraced hybrid work empowering our people to work flexibly and to suit their individual needs, which enables them to deliver great service to the customers we look after every day. Our Dublin office is also home to our sister-company 123.ie.        

At RSA and 123.ie we empower our customers to make a difference in their lives. And the same goes for our employees. We are proud to have 32 different nationalities represented in our workforce. Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas. 

 As proud member of the Intact family, we’re part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $21 billion of total annual premiums. 

We want you to thrive and grow with us – and we’ll give you all the tools, flexibility and learning opportunities you need to do it.

 And, if you bring your best, then we promise to give you, our best. 

Culture and Community 

 RSA is a purpose-driven business – our purpose is to ‘help people, businesses, and society prosper in good times, and be resilient in bad times’.  

 We do that by living our values – Integrity, Respect, Customer-driven, Excellence, and Generosity – in everything that we do. 

 We provide an open and honest workplace – where everybody contributes, and every view is listened-to and respected.  

 Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. We’re also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner.  

Our stats don’t lie… in our annual engagement survey  

87% of our people celebrate the diversity in their teams and the wider company  

90% of our people feel safe to speak up and share if they’ve made a mistake  

91% of our people feel valued and respected by leadership  

89% of our people are benefiting and thriving through our hybrid working model 

Quality Team Lead - Open to internally only 

Exciting new career opportunity for a Quality Team Lead to join our Quality Team

We provide a great service to our customers when they need us most. That’s why we’re always looking at new and innovative ways in which to improve our service for our customers. We set new standards in the industry every day. 

This is a great opportunity for someone who to inspire a team to drive excellence and make a meaningful impact to customer satisfaction through the execution of the Quality ambitions.

Key Responsibilities: 

• Lead the day-to-day operations of the Quality Team
• Working directly with Customer Engagement & Quality Specialists to drive high standards in Technical Quality and Customer Engagement. 
• Foster a culture of continous improvement with a focus on stremlining our processes and ways of working to add value to our Contact Centre business areas. 
• Analysing and reporting on quality trends to key stakeholders, providing recommendations on coaching requirements 
• Present results and findings within business forums on a monthly and quarterly basis
• Assessing Quality evaluations for accuracy and ensuring adherence to our Quality processes and MCC Supervision is adhered to

Requirements: 

• 3-5 years experience in quality assurance or coaching individuals in customer racing roles and designing training and coaching plans
• APA/CIP Qualification 
• Self-motivation and an ability to work independently without direct supervision 
• Strong Coaching Skills with a proven track record of improving performance through coaching. 
• Experience managing others preferred.
• strong communication skills and excellent interpersonal skills to lead and motevate a team and engage stakeholders. 
• A keen interest in data and customer insights. 
• Proficiency in Microsoft Office, particularly excel.

Regulatory Requirements:

• If this role is defined as a "controlled function" by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.