Smart Quality Assurance Analyst

We’re making a difference:
Together, we can ensure that there is enough water for everyone, now and in the future.

As a Smart Quality Assurance Analyst, you’ll play a key role in improving the reliability and performance of our Smart Metering Programme. You’ll focus on reducing recurring incidents by identifying root causes, coordinating investigations, and ensuring preventative actions are implemented, monitored and effective. Your work will directly strengthen service resilience and enhance the experience of our customers.

You’ll work closely with the Smart Delivery Team, our supply chain partners (Arqiva and Cappagh), and colleagues across I.T, Customer Services and Networks to drive thorough root‑cause analysis and support timely remediation. This is a role for someone who enjoys problem‑solving, collaboration and making a measurable impact on programme performance.

• Identify and log problems arising from smart meter failures, communication gaps, data quality anomalies, network black spots, and billing‑impacting data defects.
• Prioritise problems based on customer impact, revenue risk, leakage detection performance, regulatory obligations, and operational cost.
• Lead and support investigations across the full end‑to‑end smart metering ecosystem.
• Define temporary workarounds to minimise operational impact.
• Support in the maintenance of the Known Error Database with clear guidance.
• Raise persistent connectivity issues with Arqiva via their Service Desk portal.
• Coordinate firmware upgrades with HES, vendors, and field teams (FLT and configuration files).
• Identify meter batches with systemic defects for proactive replacement programmes (in support of the RMA process).
• Ensure meter lifecycle events (install, replace, remove) are synced accurately.
• Track all remediation activity to completion, ensuring benefits are measurable (reduced no‑reads, lower field visits, improved billing accuracy).
• Produce monthly Problem Management dashboards aligned to Smart Metering KPIs (Arqiva).
• Facilitate technical working groups with support from the Smart Deployment Lead and our supply chain partners.
• Escalate systemic issues or recurring supplier faults with evidence from RCA.
• Support regulatory or audit information requests (e.g., meter accuracy, billing assurance).

• Demonstrate an understanding of Water Networks and the end‑to‑end metering process (utility sector).
• Competent user of MS Office suite / Power BI.
• A good understanding of English and Maths.
• Strong communication skills.
• A proactive attitude to delivering excellent customer service.
• Demonstratable experience in prior problem and incident management or transferable skills underpinning the above profile.

We recognise people want to work in a variety of different ways, and that’s why we’re happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for.

We’re committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society. Please be aware, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK.