Third Party Review (TPR) Analyst - Quality Assurance

Overview

Knowledge 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.

Responsibilities

Responsibilities:

Conduct comprehensive reviews of eligibility case processing using State-approved methodologies, tools, and scorecards

Complete daily scoring and documentation across administered programs

Ensure accuracy, consistency, and compliance with State and Federal eligibility policies

Provide individualized coaching to eligibility staff based on case review findings

Conduct scheduled phone coaching sessions to reinforce policy adherence and correct errors

Deliver live training sessions and presentations demonstrating proper case processing and task completion

Serve as support to eligibility staff, reinforcing ongoing skill development and performance improvement

Interpret and explain policy requirements in a clear, actionable manner during coaching engagements

Collaborate with the Program Management Team to address quality issues and recommend corrective actions

Partner with the TPR Team Lead on daily operations, priorities, and workflow coordination

Participate in cross-functional efforts to enhance operational effectiveness and consistency

Conduct interview observations as a silent participant to assess adherence to procedures and customer interaction standards

Provide structured feedback following observations to support performance improvement

Complete required reporting on review outcomes, trends, and performance metrics

Interpret and apply complex State and Federal policies when reviewing cases and coaching staff

Maintain up-to-date knowledge of policy changes and ensure alignment in review practices

Complete eligibility processing assignments as needed based on operational demand

Support special projects and initiatives aligned with program goals

Perform other duties as assigned

Qualifications

Qualifications:

3 or more years of Public Assistance (SNAP, TANF & Medicaid)

Excellent analytical, problem-solving, and critical thinking abilities

High level of attention to detail and commitment to accuracy

Knowledge of Federal and State of Indiana Social Services programs and systems (SNAP, TANF, and Medicaid, and IEDSS) required

Proficiency in Word, Excel, PowerPoint

Excellent written and verbal communication skills required

Previous coaching, training, or mentoring experience preferred

Team Player

Ability to research State and Federal Policy

Ability to interact with co-workers and management in a positive and cooperative manner.

Strong time management skills

Ability to maintain a high degree of confidentiality

Willing to assist with various office projects

Customer service oriented

Ability to work remote and independently

Ability to multi-task

Personal organization skills

Physical Requirements:

Job 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 strives to offer an environment that provides our employees with the right balance between work and family.

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.

To find out more about Knowledge Services, please visit our website at www.knowledgeservices.com

Knowledge Services is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation for any part of the application or hiring process, please contact TalentHR@knowledgeservices.com.

INDWFM