Billing Quality Analyst

Who We Are:

What We Are Looking For:

The Billing Quality Analyst is a meticulous and motivated team member dedicated to protecting the accuracy and reliability of Bandwidth's billing operations. As a detail-oriented critical thinker, you'll execute billing cycles, assist with audits, set up accounts and process rate updates under guidance, and resolve billing discrepancies within a complex, multi-platform environment while building expertise across the full billing lifecycle. This role is essential to Bandwidth's billing quality, providing precise execution and oversight across invoice delivery, cycle close, and compliance activities.

What You'll Do:

• Execute assigned portions of the monthly billing cycle across billing platforms, generating invoices, processing manual invoice lines, and escalating billing exceptions to the Team Lead/Manager with clear documentation.
• Perform billing account setup for new customers and rate updates for contract amendments, interpreting service order forms and rate sheets under guidance to ensure contracted rates are entered accurately and made effective on the correct dates. (Note: scope of manual configuration is decreasing as automated workflows mature.)
• Assist with monthly SOX compliance audits, completing assigned audit steps, maintaining required documentation, and escalating discrepancies for review by the Team Lead/Manager.
• Support assigned Revenue Assurance audits, gathering data, running preliminary analysis, and documenting initial findings under the direction of the Team Lead/Manager.
• Investigate standard billing discrepancies by analyzing billing data and platform records, escalating complex root-cause issues with supporting documentation to the Team Lead/Manager.
• Assist with the monthly Revenue Share process, supporting data preparation, invoice reconciliation, and customer communication under the direction of the Team Lead/Manager.
• Support the monthly revenue close cycle, completing assigned tasks within established deadlines and flagging risks or delays to the Team Lead/Manager.
• Maintain billing process documentation and SOX audit records, ensuring documentation is current, accurate, and audit-ready at all times.
• Build working knowledge of Bandwidth's billing platforms, contract structures, and product pricing models through hands-on engagement and structured onboarding.
• Functions as a cross-trained resource providing critical backup support for the Billing Solutions Analyst. Actively assists with departmental projects and ensures operational continuity by covering key responsibilities during team absences.
• Applies knowledge of Bandwidth contracts, service order forms, and rate sheets under guidance to determine correct process flows by product and pricing scheme.
• Researches contract discrepancies and partners with Sales Support to clarify the details and intent of onboarding cases.
• Ensures contracted rates are entered accurately for new and existing customers to prevent billing disputes and large credit issuances.
• Processes and completes onboarding cases within the 2-day SLA at a minimum 98% accuracy rate.
• Demonstrates command of billing processes and procedures to certify rates are implemented and made effective on the correct dates.
• Participates in training and knowledge transfer activities within the Billing Quality team.
• Supports the development and monitoring of corrective and preventive actions in collaboration with the Internal Audit team.
• Supports cross-functional audit data needs and flags potential billing risks across Bandwidth systems and products.
• Builds working relationships with cross-functional partners and stakeholders to support case resolution and billing accuracy.
• Contributes to data projects related to billing and product migrations to minimize disruption to the customer experience.

What You Need:

• Bachelor’s Degree
• At least 1+ years experience in billing
• 1-2 years analytical experience
• Strong verbal and written communication skills
• Ability to work within the parameters of the outlined Working Conditions above.
• Ability to communicate complex and/or technical information clearly and concisely to all levels within the organization using tact, common courtesy, persuasion, and discretion 
• Strong MS Excel skills
• Attention to detail, critical thinking, analytical, problem-solving, and organizational skills
• Ability to focus, complete tasks accurately and thrive in a fast-paced environment
• Ability to think creatively, improve processes, evaluate and resolve problems effectively.
• Positive attitude is a must!

Bonus Points:

• Previous Telecom billing experience is a plus.
• Salesforce, Netsuite or Intercom experience
• General accounting and financial reporting as it applies to the billing function
• Snowflake, SQL database, Sigma

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.