Quality Assurance Analyst

Quality Assurance Analyst

The Kansas Public Employees Retirement System (KPERS), located in Topeka, is more than a pension system — we’re a people-focused organization committed to supporting Kansas public employees throughout their careers and into retirement. We provide disability, death, and lifetime retirement benefits that protect those who dedicate their work to serving the public.

Do you enjoy solving problems, improving processes, asking thoughtful questions, and bringing people together to find better solutions?

We are looking for a customer-focused professional who thrives on accuracy, collaboration, continuous improvement, and meaningful work that directly impacts the people we serve.

As the Quality Assurance Analyst, you will play a critical role in helping KPERS deliver accurate, timely, consistent, and high-quality service to members, retirees, beneficiaries, employers, and other stakeholders.

Working under the direction of the Chief Benefits Officer, you will review transactions and processes to identify gaps in training, skills and knowledge. You'll investigate issues, recommend solutions, and work with teams across Benefits & Member Services to turn those solutions into results. In this role you will:

• 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 Info Line and other service channels, delivering accurate and current guidance on retirement, disability, insurance, service credit, forms, laws, and benefits.

We're looking for someone who combines analytical thinking with a genuine commitment to customer service.

Five years of professional experience in quality assurance, business process improvement, benefits administration, retirement services, customer service operations, or a closely related field. Experience should include analyzing business processes, identifying trends, and developing recommendations to improve quality and efficiency. 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

Additionally, candidates should have the following:

• 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.

Quality assurance at KPERS is about much more than checking boxes. It's about protecting the quality of the member experience. Every accurate transaction, clearly explained benefit, improved process, and resolved issue can make a meaningful difference for someone planning for retirement, navigating a disability, dealing with the loss of a loved one, or making an important financial decision.

If you are curious, collaborative,…