Third Party Review (TPR) Analyst - Quality Assurance

OverviewKnowledge Services is currently seeking a Third-Party Review (TPR) Analyst to serve as a key quality assurance partner within Knowledge Services, responsible for conducting independent case reviews and supporting continuous quality improvement for Eligibility staff. This role ensures adherence to State and Federal policy, promotes consistency in eligibility determinations, and mitigates program risk through structured review, coaching, and data-driven insights.The TPR Analyst operates with a high degree of independence and confidentiality and is accountable to the Program Management team for delivering accurate, timely, and actionable quality reviews.ResponsibilitiesResponsibilities:Conduct comprehensive reviews of eligibility case processing using State-approved methodologies, tools, and scorecardsComplete daily scoring and documentation across administered programsEnsure accuracy, consistency, and compliance with State and Federal eligibility policiesProvide individualized coaching to eligibility staff based on case review findingsConduct scheduled phone coaching sessions to reinforce policy adherence and correct errorsDeliver live training sessions and presentations demonstrating proper case processing and task completionServe as support to eligibility staff, reinforcing ongoing skill development and performance improvementInterpret and explain policy requirements in a clear, actionable manner during coaching engagementsCollaborate with the Program Management Team to address quality issues and recommend corrective actionsPartner with the TPR Team Lead on daily operations, priorities, and workflow coordinationParticipate in cross-functional efforts to enhance operational effectiveness and consistencyConduct interview observations as a silent participant to assess adherence to procedures and customer interaction standardsProvide structured feedback following observations to support performance improvementComplete required reporting on review outcomes, trends, and performance metricsInterpret and apply complex State and Federal policies when reviewing cases and coaching staffMaintain up-to-date knowledge of policy changes and ensure alignment in review practicesComplete eligibility processing assignments as needed based on operational demandSupport special projects and initiatives aligned with program goalsPerform other duties as assignedQualificationsQualifications:3 or more years of Public Assistance (SNAP, TANF & Medicaid)Excellent analytical, problem-solving, and critical thinking abilitiesHigh level of attention to detail and commitment to accuracyKnowledge of Federal and State of Indiana Social Services programs and systems (SNAP, TANF, and Medicaid, and IEDSS) requiredProficiency in Word, Excel, PowerPointExcellent written and verbal communication skills requiredPrevious coaching, training, or mentoring experience preferredTeam PlayerAbility to research State and Federal PolicyAbility to interact with co-workers and management in a positive and cooperative manner.Strong time management skillsAbility to maintain a high degree of confidentialityWilling to assist with various office projectsCustomer service orientedAbility to work remote and independentlyAbility to multi-taskPersonal organization skillsPhysical RequirementsJob frequently requires sitting, handling objects with hands.Job occasionally requires standing, walking, reaching, talking, hearing, and lifting up to 25 pounds.Vision requirements: Ability to see information in print and/or electronically.Knowledge Services is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Knowledge Services does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.J-18808-Ljbffr