Quality Assurance Analyst

About firmus energy

Building on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer-focused energy solutions to gas and electricity. We’re looking for passionate individuals to join us at the forefront of this change. As part of our team, you’ll help shape the future of energy in Northern Ireland, supported by excellent remuneration, benefits and development opportunities in a dynamic and purpose-driven environment.

Role Overview

The Quality Assurance Analyst is responsible for providing independent oversight, assurance and control across all billing activities. The role ensures that customer bills are accurate, compliant with regulatory obligations and supported by robust operational controls.

The postholder will perform scheduled audits, quality reviews and control checks across domestic and commercial billing processes, identify risks and root causes of errors, implement corrective actions and support continuous improvement initiatives. The role acts as the primary quality and governance function within the Billing Department, ensuring that customers receive accurate and timely bills whilst protecting company revenue and reputation. Overtime as the role develops the post holder will be responsible for building the Quality Assurance function across Meter Reading and Revenue Protection teams.

Role Responsibilities

• Perform independent audits and validation of billing activities across domestic, commercial and contract customer portfolios.
• Review billing outputs to ensure accuracy of charges, reads, tariffs, discounts, VAT and Climate Change Levy application.
• Conduct bill sampling exercises to identify billing errors, process failures or compliance risks.
• Review high-value and exception bills prior to issue where required.
• Validate customer account setups and tariff allocations to ensure accurate billing outcomes.
• Maintaining QA dashboards and audit trackers
• Identify and implement areas for process improvement
• Produce monthly QA report
• Record, categorize and trend billing errors

Essential Criteria

• Minimum 2 years’ experience within the utility sector
• Strong understanding of utility billing processes
• Excellent analytical and investigative skills
• Experience in audit, quality assurance or compliance functions
• Demonstrate strong Excel and reporting skills
• Ability to interpret regulatory requirements and policies
• Excellent attention to detail.
• Strong written and verbal communication skills.
• Experience conducting root cause analysis

Desirable Criteria

• Experience in SQL database

Benefits

• Enhanced annual leave
• Up to 15% performance bonus
• Hybrid working after training
• Private Medical Cover
• Enhanced pension plan
• Life assurance
• Group income protection
• Enhanced maternity benefits
• Enhanced sick pay
• Recognition programs
• Long service awards

Career Progression

• Dedicated development opportunities
• Training and upskilling support

Onsite Facilities

• Free on-site parking
• Electric car charging points
• New modern office space
• High tech work stations

firmus energy (supply) is Northern Ireland’s leading natural gas provider
. Since our establishment in 2005, we have grown to serve over 113,000 residential and commercial customers. Our mission is to deliver safe, sustainable, and cost-effective energy solutions while prioritising customer satisfaction and innovation.

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