Golden State Water Company is one of the largest investor-owned water utilities in the United States. We have been all about water for more than 80 years. Our team of professionals delivers reliable, quality water and great service to customers in 75 communities across California.

POSITION DEFINITION:

Under the direction of the Quality Assurance Supervisor, the Quality Assurance Analyst has the responsibility to provide business process and functional expertise in CC&B, MWM, FCS Itron, customer self-service and payment systems. This position will coordinate activities between Customer Service Center (CSC) and Water Operations to ensure the completion of needed business process improvements and work teams’ adherence to performance standards.

In support of centralized quality assurance oversight, the Quality Assurance Analyst will track reports, methodically investigate, analyze, and document relevant problems or issues in order to implement process solutions in a timely manner. The incumbent is responsible for the requirements development process through the elicitation, analysis, specification and verification of multiple levels of requirements (business, stakeholder, solution). The Quality Assurance Analyst not only identifies end-user and systemic problems but also recommends solutions for individual end-users.

The incumbent also assists the Quality Assurance Supervisor in preparation of bi-annual audits, and supports the implementation of new rates and procedures. The incumbent will also review and complete data requests, respond to emergencies or unusual circumstances and perform ad hoc tasks as required or assigned.

Accountability

The Quality Assurance Analyst reports and works in an environment of routinely sensitive and confidential issues; therefore, the person in this position must have the ability to achieve policy objectives, including accountability for confidentiality of information. The Analyst is accountable for data analysis performed in relation to Oracle CC&B customer data. This includes the responsibility to review and verify daily, monthly, quarterly, and year end CC&B financial transactions. As a responsible professional, this Analyst must be able to exercise initiative and judgment in the performance of the core job responsibilities of this position. The Analyst is skilled in the ability to answer questions and find viable solutions as needed to facilitate a dynamic and high performing organization.

Summary of Key Responsibilities:

• Ensures all centralized customer services related processes are in compliance with Sarbanes Oxley requirements, regulatory and company performance standards

• Serves as the liaison between the CSC, business user groups, internal and external technology support teams to coordinate and support the completion of quality assurance initiatives

• Monitors and tracks performance metrics to develop business and functional requirements needed to resolve, update and/or enhance customer service processes, procedures, business systems’ functionalities and service features

• Analyzes transactions, understands and explains issues, and proactively identifies potential problems and solutions

• Develops new and/or updates existing queries as assigned to respond to regulatory related data requests, and validates accuracy of reports prior to distribution

• Ensures department processes are properly documented and followed, and that policies and procedures are in compliance with regulatory and internal requirements

• Responds to data requests, rate comparisons and other assistance as needed to support General Rate Case studies

• Prepares process improvement related project analyses, status reports, monitors adherence to timeline and budget, as directed

• Assists in the identification of other relevant issues within the department and participates in the creation of innovative solutions and/or the implementation of new procedures.

• Other related duties as necessary to support Company goals and objectives

MINIMUM POSITION QUALIFICATIONS:

• Bachelor’s Degree in computer science, business, or related discipline is required

• At least three years’ data analytics experience, working with large data sets required

• Demonstrated experience in implementing data driven recommendations and/or solutions that increase efficiency, accuracy

• Project management or closely related experience preferred

• Demonstrated critical thinking capacity and ability to work with minimal supervision

• Attention to detail and accuracy is required

• Energetic and self-motivated team player with ability to work effectively and collaboratively with management and staff

• Superior skills with Microsoft Office applications; ability to use data query/data management tools extremely helpful (Access, SQL, Business Objects)

• Experience with Oracle CC&B application and project management software preferred

• Ability to effectively communicate and establish working relationships with other departments and personnel.

NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.

May include but not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening and using a headset for extended periods of time.

Golden State Water Company is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colors, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.