SNAP Quality Assurance Consultant

Public Consulting Group

1d•$70,800 - $95,000•Remote

About The Position

Public Consulting Group LLC (PCG) is seeking a highly motivated and detail-oriented SNAP Quality Assurance Consultant. This person will work on a project team to analyze SNAP eligibility operations, quality assurance processes, and performance data to deliver effective solutions to state agencies. This job will include observing and analyzing current state business processes related to eligibility operations and case processing, reviewing and analyzing Quality Control findings and other data to identify root causes of payment errors, translating QC findings into actionable improvement strategies, and performing in-depth case reviews to identify root cause of payment errors. The consultant will also identify measures to reduce payment errors, improve efficiency, and improve customer service, develop tools to help conduct quality assurance activities, and advise agency leaders on implementation and change management. Additionally, the consultant will coach supervisors and eligibility processing staff on enhancements to business processes and systems.

Requirements

Strong communicator
Extensive understanding and knowledge of SNAP eligibility policy.
In-depth experience with SNAP Quality Control process and error rate calculation.
Ability to work closely with other team members and managers.
Ability to coach and advise PCG clients (e.g. state agency leadership, SNAP directors, eligibility staff, etc.).
Solid level of comfort with Microsoft Office Suite applications, including Outlook, Word and Excel.
Detail and process improvement oriented.
Enthusiastic, independent, and self-motivated.
Ability to prioritize work and meet deadlines.
Ability to recognize and maintain the confidentiality of all materials in the work setting.
Ability to work independently with limited in-person supervision.
Minimum of 5+ years of prior experience supervising SNAP eligibility staff and/or completing SNAP quality assurance activities

Nice To Haves

Previous experience in consulting and/or training strongly preferred

Responsibilities

Observe and analyze current state business processes related eligibility operations and case processing
Review and analyze Quality Control findings and other data to identify root cause of payment errors
Translate QC findings into actionable improvement strategies, help states turn findings into training/job aids, policy clarifications, or system/process changes
Perform in-depth case reviews to identify root cause of payment errors
Identify measures to reduce payment errors, improve efficiency, and improve customer service
Develop tools to help conduct quality assurance activities, including measures to prioritize and review error-prone cases
Advise agency leaders on implementation and change management
Coach supervisors and eligibility processing staff on enhancements to business processes and systems