Quality Assurance Analyst

KPERS•Topeka, KS

1d•$62,000 - $82,000•Onsite

About The Position

The Kansas Public Employees Retirement System (KPERS) is seeking a customer-focused professional for the role of Quality Assurance Analyst. This position is critical in ensuring KPERS delivers accurate, timely, consistent, and high-quality service to its members, retirees, beneficiaries, employers, and other stakeholders. The ideal candidate will be adept at problem-solving, process improvement, and collaboration, with a strong commitment to accuracy and meaningful work that impacts public employees. As the Quality Assurance Analyst, you will work under the direction of the Chief Benefits Officer to review transactions and processes, identify training and knowledge gaps, investigate issues, and recommend solutions. You will collaborate with teams across Benefits & Member Services to implement these solutions and drive results. This role involves managing logs, documenting problems, developing communication strategies, and reporting outcomes to leadership. You will also be responsible for identifying recurring issues, service gaps, and operational risks, and recommending improvements to enhance member satisfaction, efficiency, compliance, and service delivery. Additionally, you will review, develop, test, and refine business processes, policies, systems, and applications, establish and monitor quality standards, and prepare quality assurance reports. The role also includes providing backup member and employer support through various service channels.

Requirements

Five years of professional experience in quality assurance, business process improvement, benefits administration, retirement services, customer service operations, or a closely related field.
Experience analyzing business processes, identifying trends, and developing recommendations to improve quality and efficiency.
Ability to contribute to quality control requirements, plans and reports.
Ability to document business processes and quality assurance of BMS services.
Ability to document and troubleshoot errors.
Ability to analyze and understand complex data requirements.
Ability to read, interpret and apply laws, regulations, rules and business processes.
Ability to handle multiple priorities and deadlines.
Ability to listen effectively and process information quickly to provide quick and accurate responses in high pressure and critical situations.
Ability to consistently exhibit work behaviors consistent with KPERS core values of service, integrity, respect, accountability, innovation and teamwork.
Ability to maintain positive working relationships with a diverse group of people and to work effectively within a team.
Ability to explain complex information to others in an understandable manner.
Proficiency using Microsoft SharePoint, Word, Excel and Scribe to capture processes and create documentation.
Excellent oral and written communication skills.
Excellent work ethic.
Strong attention to detail.
Commitment to excellent customer service.

Nice To Haves

Experience in a governmental, pension administration or benefit claim environment is preferred.
A degree in business administration, public administration, accounting, or related field may be substituted for two years of the required experience.

Responsibilities

Manage training, issues, and quality assurance logs; document problems, coordinate resolutions, develop communication and education strategies, and report outcomes to leadership.
Identify recurring issues, service gaps, process breakdowns, and operational risks; recommend improvements to enhance member satisfaction, efficiency, compliance, and service delivery.
Review, develop, test, and refine business processes, policies, systems, and applications in collaboration with staff and leadership to ensure accurate, consistent, and effective member services.
Establish and monitor quality standards by testing transactions, evaluating performance, documenting results, maintaining QA procedures, and implementing process or system improvements.
Prepare quality assurance reports and documentation by collecting, analyzing, and summarizing operational data and customer feedback; conduct customer satisfaction surveys and recommend improvements.
Troubleshoot and support operational and transaction-based activities, including complex or out-of-scope assignments, to ensure accuracy, consistency, regulatory compliance, and continuity of service.
Provide backup member and employer support through InfoLine and other service channels, delivering accurate and current guidance on retirement, disability, insurance, service credit, forms, laws, and benefits.