Management Analyst

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 . Benefits Virginia Retirement System (VRS) Language Incentive Referral Bonus Tuition Assistance Program Description This position requires independent evaluation and analysis of issues related to the performance of multiple tasks and decision-making. Working 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. The role ensures accuracy, consistency, and compliance in billing activities, regulatory guidelines, and customer interactions while providing actionable insights that improve performance and customer experience. Responsibilities Conduct quality reviews of billing transactions, adjustments, and account maintenance to ensure accuracy, timeliness, and compliance with policies. Monitor and evaluate customer service interactions (calls, emails, and cases) to ensure accuracy, professionalism, and adherence to scripts and policies. Document QA results, identify trends, and escalates recurring issues for process improvement. Collaborate with Billing Operations and Customer Service supervisors to provide feedback, coaching points, and training recommendations. Assist in the development and maintenance of Standard Operating Procedures (SOPs) and quality scorecards. Prepare reports that summarize QA findings, highlight areas for improvement, and recommend corrective actions. Support cross-departmental projects to ensure QA oversight on billing adjustments, exception resolution, and customer escalations. Conduct root cause analysis on errors or escalations to improve workflows and reduce repeat issues. Ensure consistency in how policies and procedures are applied across Customer Service and the Call Center. Assist with customer complaint investigations by validating billing accuracy and reviewing service interactions. Minimum Training and Experience Bachelor's degree in business, public administration, or a field related to the assignment. Two years of journey-level professional experience in an area related to the assignment, such as program/project management or management/policy/financial analysis. Equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications. Licensing, Certifications, and/or Other Special Requirements None required. Knowledge, Skills, and Abilities Knowledge 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 standards for services and customer satisfaction. Strong research practices and procedures. Skills 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 Multi-task. Organize. Plan. Prioritize. Problem solve. Analyze information. Americans with Disabilities Act Requirements Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations. 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 part, electrical current, 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 may require regular talking, hearing, seeing, and performing repetitive motions; frequently reaching and pounding; and occasionally climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, pushing, pulling, lifting, walking, grasping, and feeling. The working conditions may not include environmental hazards. This classification is considered sedentary, exerting up to 10 pounds of force occasionally and negligible force frequently or constantly to move objects. Equal Employment Opportunity Statement The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner by email at View email address on click.appcast.io. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training. The City of Richmond values veterans. We are an official V3 Certified Company. The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program. #J-18808-Ljbffr