firmus Energy
Quality Assurance Analyst
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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. Over time as the role develops the post holder will be responsible for building the Quality Assurance function across Meter Reading and Revenue Protection teams.
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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.
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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 workstations.
About firmus energy
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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