Supervisory Program Analyst

Full Job Description

This position is located within the VHA Member Services (MS), Health Resource Center (HRC), Director's Office, under the Quality Assurance Department.

The position reports to a Supervisory Program Analyst, known organizationally as the Quality Assurance Program Manager.

The incumbent is responsible for the technical and administrative supervision of the staff responsible for enhancing the performance of the HRC various business lines.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/31/2026.

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-11 position you must have served 52 weeks at the GS-09. 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: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include: Planning and distributing work assignments based on priority; Coordinating and leading meetings with team members, management and customers; Analyzing data and identifying service trends/patterns for improving outcomes; Participation in department planning for areas such as budget, staffing, policy/procedure and training; Identification of inconsistencies or deficiencies and staff performance improvement opportunities..

OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D.

or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., if related..

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

You must have an combination of specialized experience and education beyond ???????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.

You will be rated on the following Competencies for this position: Administration and Management Customer Service Leadership Planning and Evaluating 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 light items, etc. Physical demands may include traveling to meetings, coaching sessions for observation and training, 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/.

Major Duties:

Major Duties: Supervises the Quality Assurance (QA) Department in the HRC Director's Office. Performs administrative and human resource management functions, relative to the staff supervised.

Determines educational and training needs for the assigned Assigns work to subordinates based on priorities, consideration of the difficulty and requirements of assignments.

Evaluates work performance of subordinates and manages team performance. Provides technical and administrative direction to unit employees.

Reviews, analyzes and makes recommendations for updates to Standard Operating Procedures (SOP), Business Processes (BP), Job Aids (JA), and training materials.

Identifies areas of inconsistencies or deficiencies and provides notification and recommendations directly to the supervisor, and other management personnel.

Coordinates with procedural writers to ensure all HRC business unit documents related to a representative's performance standards are accurate and current.

Provides feedback to the Quality Manager on matters related to metrics, process improvements, coaching efforts, and mentoring. Performs training and development of QA staff.

Develops, reviews, and maintains materials used for training opportunities.

Reviews and maintains knowledge of HRC business lines and coordinates with Business Units to ensure that systems and documented data is current.

Provides advice and guidance on coaching techniques as it pertains to coaching contact center representatives.

Provides oversight and assigns facilitation of collaboration and calibration sessions with the various HRC business units identifying consistent monitoring, grading and opportunities for process improvements.

Work Schedule: Monday - Friday, 7:30 am- 4:00 pm 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#: Supervisory Program Analyst/PD077790 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized