Program Analyst

Full Job Description

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.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/02/2026.

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-07 Specialized Experience: Applicants may qualify for this position based on specialized experience.

Applicants must have one year of specialized experience equivalent to the GS-05 level.

Specialized experience is experience that has equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position and this is typically in or related to the work of the position to be filled.

Examples of specialized experience include: Collecting data and information used for analyzing and evaluating program operations; Maintaining records and updating databases; Communicating and participating in discussions with internal and external customers; Providing suggestions for process improvements and procedures; Assisting in development of training and education materials.

OR GS-07 Education: To qualify based on education for this grade level you must have 1 full year of graduate level education or Superior Academic Achievement.

OR GS-07 Combination of Education and Specialized Experience Applicants may also combine education and experience to qualify at this level.

Applicants may also combine education and experience to qualify at this level as long as the computed percentage of the requirements is 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-09 Specialized Experience: Applicants may qualify for this position based on specialized experience.

Applicants must have one year of specialized experience equivalent to the GS-07 level.

Specialized experience is experience that has equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position and this is typically in or related to the work of the position to be filled.

Examples of specialized experience include: Collecting and using data in development of a variety of processes such as standard operating procedures, business processes, job aids and training materials; Providing program information and answering inquiries on a variety of platforms (email, phone, in-person, etc.); Monitoring calls to ensure protocols are met; Providing instruction and performance improvement guidance to employees; Informing and educating department staff on updated materials and changes to standard operating procedures; Creating trending reports for leadership to determine need for coaching, mentoring or training is needed; Developing, coordinating and facilitating training and education for department staff.

OR GS-09 Education: 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) OR GS-09 Combination of Education and Specialized Experience: Applicants may also combine education and experience to qualify at this level.

You must have a combination of specialized experience and education beyond 1 full year of graduate level education.

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/.

Major 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 and concise guidance in the monitoring of contact center staff.

Review inbound and outbound calls to evaluate responses for accuracy, consistency, and timeliness. Evaluate customer interactions. Provide performance improvement guidance directly to employees.

Complete quality monitoring and occasional call handling. Escalate issues such as security breaches, privacy violations, complaints, threats, etc. to the appropriate supervisory official(s).

Collect data to analyze and evaluate the accuracy and effectiveness of HRC contact center representatives.

Recommend improvements in processes and/or procedures that enhance the QM Program, related business lines, and the performance of contact center representatives.

Develop trending reports and provide to the organizational business line leadership team. Set up meetings with supervisors to review the individual employee monthly reports.

Identify areas of inconsistency or deficiency and provide notification and recommendations to management.

Coordinate, facilitate and coach on topics imperative to performance and service provided by contact center representatives.

Lead and facilitate meetings within the HRC and its business lines to track and communicate changes. Develop, review and maintain training materials used for coaching/training opportunities.

Provide program information, answer inquiries, and maintain/update related databases. Perform other duties as assigned.

Work Schedule: Monday - Friday, 8-hour shift between 6:30 AM-7:00 PM (TBD by Supervisor) Telework: This position may be authorized for Ad Hoc Telework.

Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual work. Virtual eligibility will be discussed during the interview process.

Definition of Virtual work: Employee works outside of original hiring duty station at VA-owned or leased space.

Return to Office (RTO): RTO exemptions will be considered and a determination will be made as part of the selection and onboarding process.

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