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.
What will you be doing?
Key Responsibilities
Identify and log problems arising from smart meter failures, communication gaps, data quality anomalies, network blackspots, 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
Raising persistent connectivity issues with Arqiva via their Service Desk portal.
Coordinating firmware upgrades with HES, vendors, and field teams (FLT and Configuration files)
Identifying meter batches with systemic defects for proactive replacement programmes (in support of the RMA process)
Ensuring 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 with 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).
What do you need?
Skills, Qualifications & Competencies
Demonstrate an understanding of Water Networks and the end-to-end metering process (utility-sector).
Competent user of MS Office suite/ Power B.I.
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.
