Management Analyst

About the role

The City of Richmond Department of Public Utilities is seeking a Management Analyst to support Quality Assurance for the Customer Service Division.

Responsibilities

• Conducting quality reviews of billing transactions, adjustments, and account maintenance to ensure accuracy, timeliness, and compliance with policies.
• Monitoring and evaluating customer service interactions (calls, emails, and cases) to ensure accuracy, professionalism, and adherence to scripts and policies.
• Documenting QA results, identifying trends, and escalating recurring issues for process improvement.
• Collaborating with Billing Operations and Customer Service supervisors to provide feedback, coaching points, and training recommendations.
• Aiding in the development and maintenance of Standard Operating Procedures (SOPs) and quality scorecards.
• Preparing reports that summarize QA findings, highlight areas for improvement, and recommend corrective actions.
• Supporting cross-departmental projects to ensure QA oversight on billing adjustments, exception resolution, and customer escalations.
• Conducting root cause analysis on errors or escalations to improve workflows and reduce repeat issues.
• Ensuring consistency in how policies and procedures are applied across Customer Service and the Call Center.
• Aiding in customer complaint investigations by validating billing accuracy and reviewing service interactions.

Qualifications, Special Certifications And Licenses

• Minimum Training and Experience: Bachelor's degree in business/public administration or field related to assignment; Two years of journey-level professional experience in area related to assignment, such as program/project management or management/policy/financial analysis; An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.
• Licenses, Certifications, and/or Other Special Requirements: None required.

Knowledge, Skills, And Abilities

• Typical Knowledge: Knowledge (some Combination Of The Following): General and special funds, Electronic databases and related software applications, General knowledge of Calabrio Governmental accounting concepts, Intermediate to advanced level mathematics and statistics as applicable to appraisal measures and assessment ratio studies, Thorough knowledge of computer programs such as Microsoft Office Suite and Adobe Acrobat, Principles for providing customer service, including meeting quality standard for services and customer satisfaction, Strong research practices and procedures.
• Skills (some Combination Of The Following): Analyzing and aggregating data, Analyzing and interpreting manuals and operating procedures, Assisting with special projects and programs, Communicating with various internal and external departments effectively, Communicating results of analyses and recommendations professionally and effectively with senior management and peers, Conducting basic analyses, Developing manuals and operating procedures as necessary, Developing recommendations and reports, Gathering and compiling data, Maintaining records, data, and other information in department of focus, Proofreading and editing, Preparing and submitting documents related to focus area, Working in a team environment, Customer service, Excellent oral and written communication.
• Abilities (some Combination Of The Following): Multi-task, Organize, Plan, Prioritize, Problem solve, Analyze information.

Environmental Hazards

Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

Physical Requirements and Working Environment

Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, see, and perform repetitive motions; frequently reach and finger; and occasionally climb, balance, stoop, kneel, crouch, crawl, reach, stand, push, pull, lift, walk, grasp, and feel. The working conditions may not include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.