Program Analyst

Full Job Description

The Program Analyst is responsible for enhancing the performance of Pharmacy Service Contact Center representatives by improving the overall quality, consistency, efficiency, effectiveness, and accuracy of information that Contact Center representatives provide to internal and external customers.

He/she will be responsible for quality assurance and review of training materials, policies, processes, procedures, and knowledge base scripting.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/06/2026.

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-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.

You may qualify based on your experience and/or education as described below: 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: Developing, coordinating, and facilitating training related to performance improvement and consultative support.

Utilizes knowledge of established quality assurance techniques to review training materials, policies, processes, and procedures.

Collects data using quantitative and qualitative techniques to be used in calibration sessions, Standard Operating Procedures, Business Processes, Job Aids and training material.

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 successfully completed two (2) full years of progressively higher level graduate education leading to such a degree, LL.B or J.D.

if related. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work of this position.

(TRANSCRIPTS REQUIRED) OR, Combination: Applicants may also combine education and experience to qualify at this level.

You must have an combination of specialized experience and graduate level education beyond the first year. Only graduate level beyond the first year is qualifying for a combination rating.

(TRANSCRIPTS REQUIRED) 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:

Major duties include, but are not limited to the following: Responsible for development, coordination, collaboration and facilitation of training related to performance improvement and consultative quality support.

Evaluates and documents in detail the information identified in monitored calls and provides accurate analysis of call trends.

Utilize knowledge of established quality assurance techniques to review training materials, policies, processes, procedures and knowledge base scripting.

Enhance performance by improving the quality of consistency, efficiency, effectiveness, timeliness and accuracy of information employees provide to customers.

Evaluates customer interactions and provides direct confidential notification to staff regarding critical areas of improvement and coaching comments during coaching sessions and team meetings.

Coach employees on problem solving methods, practices and procedures providing clear and concise guidance.

Provide instruction and performance improvement guidance directly to employees upon failure of quality monitor calls.

Communicates with and treats internal and external customers in a courteous, tactful, and respectful manner.

Provides internal and external customers with accurate and consistent information per established policies and procedures.

Handles conflict and problems with internal and external customers constructively and appropriately.

Responsible for planning, researching, analyzing, and coordinating implementation strategies related to performance improvement and organizational initiatives.

Collects data using quantitative and qualitative techniques to be used in calibration sessions, Standard Operating Procedures, Business Processes, Job Aids and training materials.

Determines fail or pass on all calls being reviewed.

Work Schedule: Full-time (Monday thru Friday 8:00 am - 4:30 pm) Position Description: PD# 07587A Telework: Telework Eligible, as directed by the Agency Virtual: This is not a virtual position.

Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (PCS): Not Authorized