Management Analyst

City of Richmond•730 East Broad Street, VA

1d•Onsite

About The Position

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.

Requirements

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
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
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
Multi-task
Organize
Plan
Prioritize
Problem solve
Analyze information

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.
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.