This position is aligned under the Health Resource Center (HRC), Quality Assurance department of the Directors Office. The primary purpose of this position is to enhance the performance of 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.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/18/2025. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position you must have served 52 weeks at the GS-05. For a GS-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: GS-7 MINIMUM QUALIFICATIONS Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Knowledge and skill in using Microsoft office programs such as Word, Excel, PowerPoint, Outlook, etc., to store and retrieve electronic documents and files; analyze data; prepare reports with charts and graphs; utilize spreadsheets and SharePoint. Ability to write clear, concise notes, session documents, and reports. Oral communication skills sufficient to interact effectively with staff at various levels within the organization and the VA. Ability to operate office equipment, e.g., calculator, PC, printer, etc. Ability to use specific VA programs and systems related to the technical aspects of this position. Aptitude and skill in conducting analyses of functions and work processes. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 1 full year of graduate level education or Superior Academic Achievement (SAA). See details in the Education section below. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education that equals at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) by 18. Add the two percentages. GS-9 MINIMUM QUALIFICATIONS Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Applying complex fact-finding, analytical and problem-solving methods and techniques to identify problems, set work priorities, and preparing plans and proposals. Practical knowledge of the major contact center caller issues, business line operational program goals and objectives within the organization and the working relationship with the quality management program. Using Microsoft office programs such as Word, Excel, PowerPoint, Outlook, etc., to store and retrieve electronic documents and files; analyze data; prepare reports with charts and graphs; utilize spreadsheets and SharePoint. Interacting with representatives to advise on opportunities to improve quality performance, clarify processes and procedures, and other appropriate activities for improving the quality of services to internal and external customers. Utilizing qualitative and quantitative analysis techniques for measuring the effectiveness, efficiency, and productivity of programs within the organization. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related? Such education must demonstrate the knowledge, skills, and abilities necessary to do the work of the position. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the first year of graduate education. To compute the percentage, divide your total months of qualifying experience by 12. Then, divide your semester hours of graduate education beyond the first year (total graduate semester hours minus 18) by 18. Add the two percentages. The total percentage must equal at least 100 percent to qualify. You will be rated on the following Competencies for this position: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: No special physical demands are required to perform the work. Work is sedentary and the employee may sit comfortably. Use of a computer and keyboard is extensive. There may be some walking, standing, bending, carrying of light items, etc. May involve traveling to meetings, coaching sessions, training events, etc., due to various locations. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
*** Consideration will be given to the first 150 applicants. Any applications received after the initial cut-off is met will not receive consideration unless otherwise requested by management *** Major duties include but are not limited to: The incumbent will provide clear and concise guidance from a call center operations perspective in the monitoring of contact center staff on performance based issues related to customer interactions with Veterans, their family members, and various other internal and external customers for their business line assignments (Contact Management, Benefits and Services - Help Desk, First Party Operations (FP OPS), and the National Call Center for Homeless Veterans received from the Supervisory Program Analyst. Monitors are completed by reviewing inbound and outbound calls (live and recorded) as well as via Webchat, Secure Messaging, and other systems used by HRC and MS organizations to evaluate responses for accuracy, consistency, and timeliness. Evaluates customer interactions and provides direct confidential notification to staff regarding identified critical areas of improvement and coaching comments in accordance with organizational policy, processes, and/or procedures, documents in detail the information identified in the monitored call to provide accurate analysis of call trends for associated HRC business lines. Grading of calls/interactions may directly affect the contact center representative's performance evaluation. The incumbent maintains a high level of confidentiality over findings or data that are critical to performance evaluations and administrative actions. Incumbent determines fail or pass on all calls being reviewed. Provides performance improvement guidance directly to the employee upon a failure of a quality monitor. The incumbent completes quality monitoring and occasional call handling to identify best practices and/or deficiencies of operations for trending purposes which may be used for quality performance enhancements or disciplinary actions. Incumbent will escalate issues such as security breaches, privacy violations, complaints, threats, etc. appropriately to the Supervisory Program Analyst, Supervisor of the contact center representative involved, Office of Information & Technology (0I&T), Information Security Officer (ISO), and MS Privacy Officer as appropriate. The incumbent will collect data using qualitative and quantitative techniques to analyze and evaluate the accuracy and effectiveness of HRC contact center representatives and recommends improvements in processes and/or procedures that enhance the QM Program, related business lines, and the performance of every contact center representative. All developed trending reports will be provided to the organizational business line leadership team to determine if additional coaching, mentoring, or training is needed in a greater capacity. Reports will be utilized in one-on-one meetings with the organization's supervisors and leadership to discuss team and individual employee performance and to make recommendations for HR actions, coaching, mentoring, or training. Under normal business circumstances, meetings with the supervisors to review the individual employee monthly reports will be set up by the incumbent. Performs special projects related to organizational operations that relate to quality and process improvement as needed or assigned. Promotion Potential: 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. Work Schedule: Full-time, Monday - Friday, Between the hours of 6:30am and 7:30pm CST Remote: This position is not authorized for Remote work. Telework: This position is not authorized for Telework. Virtual: This position is not authorized for Virtual work. 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