Summary
This position is in Member Services, Health Resource Center (HRC), Quality Assurance (QA), and reports to a Supervisory Program Specialist. As a Program Analyst, the incumbent is responsible for enhancing the performance of the HRC contact center representatives by improving the overall quality, consistency, efficiency, effectiveness, timeliness, and accuracy of information that contact center representatives provide to internal and external customers.
Duties
Promotion Potential: This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-09. At the GS-07 grade level, you will perform assignments of a more limited scope and with less independence. The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Major Duties: Provide clear guidance, from a call center operations perspective, while monitoring contact center staff performance with Veterans, their family members, and other customers for assigned HRC business lines (Help Desk, First Party, and the National Call Center for Homeless Veterans). Review inbound and outbound calls for accuracy, consistency, and timeliness. Provides confidential notification to staff regarding critical areas for improvement and coaching in accordance with organizational policy and procedures. Complete call handing each month to maintain proficiency in assigned HRC business lines. Identifies and escalates security breaches, privacy violations, complaints, and threats. Collect data to analyze and evaluate the accuracy and effectiveness of HRC team members. Recommend improvements in processes or procedures to enhance the QA program, business lines, and the performance of team members. Develop and maintain trending reports for business line leadership. Identify areas of inconsistency or deficiency and provide notification to management. Coordinate, facilitate, and coach team members to improve customer service and performance. Lead and facilitate meetings within HRC business lines to track and communicate changes. Develop, review, and maintain training materials for coaching. Perform other duties as assigned. Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position. Definition of Virtual Work: Employee works outside of original hiring duty station at a VA owned or leased space. Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place. Position Description/PD#: Program Analyst/PD07796A and PD07833A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized
Requirements
You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Education
A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
How you will be evaluated
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.