Management Analyst, Associate Quality Assurance Specialist
Management Analyst, Associate Quality Assurance Specialist
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Job Description
Are you RichmondR.E.A.D.YRespect.Equity.Accountability.DiversityYOU!!!
This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent fostering growth opportunities and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice we are thrilled about the below employee benefit enhancements:- Virginia Retirement System (VRS)
- Language Incentive
- Referral Bonus
- Tuition Assistance Program
Description
The City of Richmond Department of Public Utilities is seeking a qualified candidate to serve as a Quality Assurance Specialist supporting Billing Operations and the Customer Service Division. This position ensures accuracy consistency and compliance in billing activities and customer interactions while providing actionable insights that improve performance and customer experience. Duties include but are not limited to
- 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 Billing Operations and the Call Center.
- Assisting with customer complaint investigations by validating billing accuracy and reviewing service interactions.
Qualifications Special Certifications and Licenses
MINIMUM TRAINING AND EXPERIENCE:
- Bachelors degree in business/public administration or field related to assignment
- Two years of paraprofessional experience in area related to assignment such as assisting with program or project administration and management 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 OTHER SPECIAL REQUIREMENTS:
- Some assignments may require a valid Drivers License with a satisfactory driving record and a valid Commonwealth of Virginia Drivers License within 30 days of hire.
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
- 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
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
- Performing various administrative duties such as answering phones ordering supplies etc.
- 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
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 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 and see; frequently reach and perform repetitive motions; and occasionally stoop kneel crouch stand walk push pull lift finger grasp and feel. The working conditions may not include environmental 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.
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 type 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 Jessica McKenzie Human Resources Manager by email at .
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.
Required Experience:
IC
Employment Type
Full-Time
