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Supervisor, Billing QA

3 months ago

Orlando, Florida, United States Orlando Utilities Commission Full time

OUC - TheReliableOne , is presently seeking a Supervisor, Billing QA to join the Customer Experience & Sales division. At OUC, we don't just work – we're building a bright future of innovation and transformation for future generations.

Are you a highly organized and communicative leader with a passion for excellence in billing operations? We are seeking an exceptional candidate to supervise and lead our Billing Quality Assurance (Billing QA) team. In this role, you will oversee the daily operations of a dynamic group of professionals, utilizing multiple software systems related to Customer Billing, including CIS, MDM, and reporting tools. Your tactical leadership and subject matter expertise will guide the team through routine operational testing, complex billing scenarios, revenue assurance, and specialized billing for services like indoor/outdoor lighting. You will also play a key role in coaching and developing your team through regular meetings, individual coaching sessions, work quality reviews, and performance metrics. If you thrive in a collaborative environment and are driven by the success of your team, we invite you to apply and make a significant impact on our billing operations.

OUC's mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions. Click here ) to learn more about what we do.

The ideal candidate will have:

  • Bachelor's degree in Business,Finance, Accounting, or related field from an accredited college or university(Inlieuofadegree,equivalentcombinationofeducation,training,certificationanddirectly related experience may be substitutable on a 1:1 basis);
  • Minimumoffive(5)yearsofexperienceanalyzingutilityresidentialandcommercialcustomerbilling and/or load usage data, to include:
  • Aminimumoftwo(2)yearsperformingqualityassurancetestinganddataanalyticsofsystem- based software;
  • Aminimumoftwo(2)yearsofsupervisoryexperience.Inlieuofformalsupervision,experience leading project teams, operational initiatives, mentoring or training team members, and leadership training may be substitutable (required);
  • UtilityindustrybillingandCISknowledgewithdirectexperiencedeployingsystemchangesandtesting(required);
  • Requiredtobecompletedwithintwo(2)yearsofhire:
  • OUCLeadershipCertificationorequivalent

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

  • Competitive compensation
  • Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
  • Paid vacation, holidays, and sick time
  • Educational and Professional assistance programs; Paid Memberships in Professional Associations
  • Access to workout facilities at each location
  • Paid Conference and Training Opportunities
  • Free downtown parking
  • Hybrid work schedule

Click here to view our Benefits Summary. )

Salary Range: $85,000.00 to $106,200.00 per year commensurate with experience.

Location: "The Greenest Building in Downtown"-Reliable Plaza ) , 100 W. Anderson St., Orlando, FL 32801

Please see below a complete Job description for this position.

Job Purpose:

Supervises and leads a group of Billing Quality Assurance (Billing QA) staff in the daily operations utilizing multiple software application systems related to Customer Billing; including, but not limited to, the Customer Information System (CIS), Meter Data Management System (MDM), and reporting software.

Provides tactical leadership, subject matter expertise and guidance to the Billing QA analysts on routine operational testing, complex and large account billing, revenue assurance and non-regulated billing such as indoor/outdoor lighting. Coaches and develops through regular team meetings, individual one-on-one coaching, work quality reviews, and performance metrics.

Primary Functions:

  • Supervise and lead a group of Billing QA staff in the daily operational activities for complex and large account billing, revenue assurance billing, and non-regulated billing such as indoor/outdoor lighting contracts; including the scheduling of work assignments and managing Billing QA mailboxes;
  • Provide subject matter expertise and analysis of Billing QA functions and best practices;
  • Lead Billing QA testers on solution request (SR) testing for billing functionality changes; including test plan creation, test case creation, reporting of status, and partner to complete work on demand as needed;
  • Utilize key data metrics related to quality monitoring of billing activities to provide analysis, reporting and data analytics in order to identify trends and actionable insights to inform and summarize results for management;
  • Develop and maintain productive working peer relationships with 3rd party entities that OUC bills services for;
  • Lead, coach, develop and evaluate Billing QA staff for a productive, effective, customer and quality-focused team environment;
  • Maintain and evaluate effective performance metrics for review with staff during regular scheduled one-on-one meetings;
  • Analyze, review and respond to escalations or situations that are outside of standard policy or business practice;
  • Provide support and collaborate on activities within the Billing area, working closely with the Billing Operations Supervisor to help resolve issues affecting billing teams or other teams within OUC;
  • Evaluate and monitor daily work needs for coverage or assistance within the team;
  • Develop and maintain productive working relationships with key internal stakeholders, project teams, and other functional and technical personnel to resolve issues and collaborate effectively;
  • Participate in industry working groups, conferences, and other forums to maintain application expertise, knowledge of industry trends, and best practices;
  • Review and approve credit and debit adjustments on customer accounts, including an approval level up to the limit defined in the CIS security permissions for the role;
  • Perform other duties as assigned.

Technical Requirements:

  • Ability to lead, coach, develop, evaluate, and supervise assigned employees
  • Strong understanding of customer billing statements, utility billed services, and specialized billing; customer information systems knowledge (Oracle Customer Care and Billing preferred);
  • Direct experience with deploying system changes, business system testing principles, test case development, and quality standards;
  • Demonstrated working knowledge and understanding of billing components, complex rate structures, bill segments, and bill print;
  • Metering data and Units of Measure (i.e. kWh, kW, gallons, tons, ton-hrs);
  • Familiarity with all of, but not limited to, the following:
  • Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws;
  • Understand governmental accounting practices in maintenance of financial records;
  • Project management methodologies;
  • Data analytics and reporting;
  • Understand and apply governmental accounting practices as it relates to Customer Billing impact, financial reports, and customer analyses;
  • Ability to think critically to resolve complex processes, technology, and intergroup challenges;
  • Strong organizational and prioritization skills;
  • Effective verbal and written communication skills;
  • Present a positive, professional, and friendly attitude;
  • Ability to make arithmetic computations using whole numbers, fractions and decimals, rates, ratios and percentages;
  • Ability to use Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, etc.) and use standard office equipment (computer, telephone, copier, etc.).

Education/ Certification/ Years of Experience Requirements:

  • Bachelor's degree in Business, Finance, Accounting, or related field from an accredited college or university (In lieu of a degree, equivalent combination of education, training, certification and directly related experience may be substitutable on a 1:1 basis);
  • Minimum of five (5) years of experience analyzing utility residential and commercial customer billing and/or load usage data, to include:
  • A minimum of two (2) years performing quality assurance testing and data analytics of system-based software;
  • A minimum of two (2) years of supervisory experience. In lieu of formal supervision, experience leading project teams, operational initiatives, mentoring or training team members, and leadership training may be substitutable (required);
  • Utility industry billing and CIS knowledge with direct experience deploying system changes and testing (required);
  • Required to be completed within two (2) years of hire:
  • OUC Leadership Certification or equivalent

Working Conditions:

This job is absent of disagreeable working conditions. This job is performed in an office work environment. May occasionally work outside of regularly scheduled work hours.

Physical Requirements:

This job requires constant speaking and hearing. This job may require very frequent sitting, typing, reading and writing. This job may require occasional standing, walking, lifting up to forty (40) lbs., bending/ stooping and reaching over head. This job may rarely require driving of a company vehicle.

OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations .

EOE M/F/Vets/Disabled