Quality Assurance Analyst

Quality Assurance Analyst

The Quality Assurance Analyst plays a vital role in ensuring the accuracy, reliability, and efficiency of the City's utility billing system while maintaining the integrity of financial operations. This position is responsible for overseeing billing data, auditing customer accounts, and ensuring compliance with financial processes, while focusing on implementing and maintaining quality assurance measures across both the utility billing and Meter Reading systems. The goal is to improve operational effectiveness, minimize errors, and ensure seamless integration between data systems, enhancing the City's billing functions and customer satisfaction. Additionally, the position supports the Electrical Department's financial functions, including account management, grant management, and record keeping, ensuring accuracy, compliance, and efficiency in financial reporting. By assisting Customer Care with Key Accounts, the role streamlines operations, improves customer interactions, and ensures financial transparency in utility billing activities. This position is under the direct supervision of the Electrical Director and/or Project Manager.

Major Duties

Commercial Key Accounts Oversight: Assists with the management and auditing of commercial key accounts, ensuring accurate billing, timely adjustments, and proper application of utility rates. Coordinates with Customer Care and Electrical Department personnel to resolve complex billing issues and maintain high service levels for priority accounts. Monitors usage trends, identifies anomalies, and proactively engages with account managers to maintain customer satisfaction. Responsible for Reviewing Accurate Reading Data: Ensure all meter reading export files are generated accurately and on time. Audits, Customer Accounts and Departmental Processes: Reviews and audits residential and commercial customer accounts, as well as departmental procedures, to ensure data accuracy, integrity, and compliance with established standards. Customer Inquiries and Problem Resolution: Responds to customer inquiries regarding utility billing, high water consumption, meter readings, and water leaks, providing resolutions as needed. Data Entry: Edits data entry on meter readings and terminals, compiles data for accuracy, schedules, and prints utility bills, reports, penalties, and late notices. Utility Billing Reports Reconciliation: Reviews and reconciles meter reading reports, making necessary adjustments to ensure correct billing. General Ledger Balancing: Maintains records of adjustments for general ledger balancing at the end of each month. Spreadsheet Management: Creates and maintains spreadsheets to calculate reimbursable charges and other billing-related information. Customer Account Adjustments: Reviews customer account readings and billing adjustments for refunds or additional charges as needed. Report Generation: Runs various reports for both commercial and residential utilities. Rate Table Management: Implements and maintains rate tables for the utility billing system, including updates for rate changes. Daily Backup and Security: Sets up and files daily backup reports to ensure secure data storage. Work Orders and Customer Service Support: Completes work orders for customer accounts and provides customer service, ensuring prompt responses to requests and issues. Cross Departmental Cooperation: Works cooperatively with Customer Care Billing, other departments, ECG, the public, and internal employees to achieve departmental goals. Additional Duties: Assists with special projects, training, or other tasks as assigned.

Minimum Qualifications

High School diploma or equivalent; Associate degree preferred; one (1) to two (2) years of related experience; equivalent combination of education and experience.

Knowledge Required by the Position

• Knowledge of Basic Math and Accounting Principles: Strong understanding of accounting principles necessary for accurate billing and adjustments.
• Knowledge of BS&A ERP System: Familiarity with the BS&A ERP software, used for utility billing and financial data management.
• Knowledge of Tantalus AMI System: Proficiency in the Tantalus Advanced Metering Infrastructure (AMI) system, including troubleshooting meter data discrepancies.
• Knowledge of Auditing Principles: Solid understanding of auditing principles and techniques to ensure accuracy in utility billing.
• Knowledge of City Codes and Ordinances: In-depth knowledge of city regulations and codes governing utility billing and account management.
• Knowledge of General Office Equipment: Proficiency in using office equipment and software is necessary for job duties.
• Ability to Communicate Effectively (Orally and in Writing): Strong verbal and written communication skills to explain billing issues clearly and effectively.
• Ability to Analyze Situations and Resolve Problems: Ability to identify and analyze billing discrepancies and implement solutions.
• Ability to Work Well with the General Public: Excellent customer service skills to maintain positive customer relationships.
• Ability to Resolve Conflicts with Customers: Demonstrated conflict resolution skills to handle customer complaints and maintain a positive experience.