The intent of this job description is to provide a representative summary of the major duties, locations, and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description, and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a “contract” between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

General

Job Title:	Analyst, Performance Control	Job Code:	P0568
Supervises Directly:	No
New or Revised:	Revised	Regular or At-Will:	At-Will
Date Last Revised:	6/5/2024	Exempt or Non-Exempt:	Exempt
Compensation Approval Signature:		Union/ Non-Union:	Non-Union
Department Name and Division:	Customer Care-Center of Excellence	Salary Schedule:	Non-Union Salary Range
Cost Center Code:	600015	Grade:	NU16
Essential Position:	Yes	Reports To:	Supervisor, Performance Control
EEO Code:	Professionals	Work Format	Hybrid

Who We Are & What We Do:

At DC Water, we provide more than 700,000 District of Columbia residents and 24.6 million annual visitors with essential water, wastewater, and stormwater services. DC Water also provides wholesale wastewater treatment services for 1.8 million people in Montgomery and Prince George's counties in Maryland, and Fairfax and Loudoun counties in Virginia. We aspire to be known for superior service, ingenuity, and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision, we commit to our shared mission every day—exceeding expectations by providing high quality water services in a safe, environmentally friendly, and efficient manner.

Role Description:

The Analyst, Performance Control is responsible for gathering, monitoring, and reporting of all Customer Care department Metrics, develop and facilitate onboarding and department trainings. Perform Quality Assurance / Control (QAQC) reviews for the Contact (Call / ECC) Center, Meter Operations, Revenue Assurance, Collections & Escalations Support. These functions include the gathering / managing of business data for weekly / monthly reporting; performance measuring / tracking, collaborating with unit supervisors / managers for performance recommendations and IT liaison issue tracker. Prepares various reports, recommendations for review of the Branch Supervisor and keeps the supervisor informed of all situations pertaining to day-to-day operations of the Unit.

Essential Duties & Responsibilities:

• Coordinates weekly and monthly performance review sessions with Customer Care Supervisors and Managers where applicable.
• Draft and submit for review all reports, QA/QC results and performance improvement recommendations for area Units within Customer Care with Supervisor
• Drafts and tracks department process maps, assists unit(s) with updating and development of policy / procedures
• Prepares various ad hoc reports and spreadsheets utilizing applicable software programs (i.e., Excel, Word etc.)
• Performs scheduled call monitoring sessions within Customer Care (Contact Center, Collections) as it relates to QA/QC performance reviews
• Provides critical feedback in writing as it relates to QA/QC performance review outcomes
• Records monthly QA/QC results in a matrix format for tracking and trending
• Collaborates with area Supervisors and Managers with the development of QA/QC measures, assist with the creation of Unit performance tracking and reporting procedures
• Develops and / or updates the reporting of all Customer Care metrics
• Facilitates Customer Care Onboarding / Trainings
• Recommends process improvements to support operational goals and objectives
• Serves as the Supervisor, Performance Control during the Supervisor’s absence
• Performs other duties and projects as assigned at the discretion of the Supervisor

Supervisory Responsibilities: N/A

Key Working Relationships: Interacts with co-workers throughout the department and the Authority, federal and local government agencies and with the public. Works in collaboration with functional and cross-functional teams, peers, and management.

Skills & Qualifications:

The qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are provided.

Required Skills & Qualifications

Required Experience and Minimum Education:

Bachelor’s degree in Business Administration, Accounting, Finance, or similar field, from an accredited college or university and three (3) years of progressive experience in Billing, Collections, Meter Operations, and the Contact (Call / Emergency Command) Center with experience in training and spreadsheet development. Or High School diploma or equivalent and seven (7) years of progressive experience in Billing, Collections, Meter Operations, and the Contact (Call / Emergency Command) Center with experience in training and spreadsheet development

Required Skills:

Detail-oriented

Analytical skills

Oral and written communication skills

Interpersonal communication skills, relationship builder

Experience using Excel and PowerPoint

Independent and Self-starter

Familiar with Quality Assurance / Quality Controls, Developing / Facilitating Trainings and Metric Reporting

Ability to work in a fast-paced environment and meet deadlines

Required Licenses & Certifications:

N/A

Required Languages:

English

Physical Requirements:

General office conditions

*The work environment characteristics described in the physical requirements section of the required skills & qualifications table are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

Your Experience at DC Water:

At DC Water, our people make us an industry leader. Join a group of thinkers, innovators, and problem solvers focused on protecting life’s most precious resource in the nation’s capital.

• Take pride in your work. We provide an essential service and do work that matters. A career at DC Water is an exciting opportunity to help improve the environment and make a lasting difference for the community.

• Connect to a strong culture. Everything we do is grounded in our shared values—accountability, trust, teamwork, customer focus, safety, and wellbeing.

• Be your true self. We are an inclusive organization that embraces diversity, and we recognize and celebrate employees’ individuality and unique contributions.

• Build your skills and career path. We are committed to developing a future-ready workforce by helping our employees develop skills for the jobs of tomorrow.

We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing

The Americans with Disabilities Act prohibits discrimination against “qualified individuals with disabilities.”

If a reasonable accommodation is needed to participate in the job application or interview process, to

perform essential job functions, and/or to receive other benefits and privileges of employment, please

email complianceada@dcwater.com.