Management Analyst

Posting number: 35M00000109

Department: Public Utilities

Job classification: Management Analyst*

Posting type: Open

Categories: Utilities

Summary

The City of Richmond Department of Public Utilities is seeking a qualified candidate to serve as a Management Analyst to support Quality Assurance for the Customer Service Division. This position requires independent evaluation and analysis of issues related to the performance of multiple tasks and decision-making. As assigned, work may: include gathering and compiling data; analyzing complex issues to facilitate and execute program/project decision-making; serving on inter- and intra-departmental committees and task forces; drafting and revising documents; serving as a department liaison or official representative to senior staff, external agencies, or the public; researching, developing, writing, and editing complex reports and plans; compiling and analyzing statistical data; and conducting operational reviews then preparing reports of findings and recommendations. This position ensures accuracy, consistency, and compliance in billing activities, regulatory guidelines and customer interactions while providing actionable insights that improve performance and customer experience. 

Examples of duties

• 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. 
• Assisting 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. 
• Assisting with customer complaint investigations by validating billing accuracy and reviewing service interactions. 

Qualifications

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

 

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• None required

 

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

 

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