The position is located in a Department of Veterans Affairs, Regional Contact Center (RCC). The Phone is an integral part of the RCC's quality assurance program and is a key technical adviser to the Legal Administrative Specialist (LAS), in the RCC, located within the ENCES. The purpose of this position is to measure individual performance quality and identify training needs through the review and assessment of completed phone calls and IRIS responses.

Duties

Major Duties: The Phone/IRIS Quality Review Specialist is responsible for performing accurate and timely quality reviews for individual PCRs in accordance with an established monthly schedule. Results of NCC/NIRC station reviews will indicate the silent monitoring and IRIS quality level for the station. Some of the cases reviewed for the station will be subject to Benefits Assistance Service (BAS) Quality Client Services review. The Phone/IRIS Quality Review Specialist performs individual quality reviews to determine the phone and IRIS quality level of individual PCRs for purposes of individual performance standards. The BAS Quality Client Services quality worksheet will be used for both reviews. The Quality Review Specialist also assists with "non punitive" reviews to determine the accuracy of phone/IRIS action taken. Such reviews are for station-level feedback and improvement only, and will not be used for individual performance standard purposes. The incumbent tracks and analyzes all silent monitoring (phone) and IRIS quality exceptions for the station and for individuals, to include exceptions called by Quality Client Services. The Phone/IRIS Quality Review Specialist is responsible for sharing phone/IRIS quality trend information with management on an ongoing basis and with the PCRs during training sessions. The individual develops-reports and discusses report findings with the National Call Center Manager, Coaches, and employees on a routine basis. Maintains secure records showing the cases reviewed and the types and number of errors found as required by the performance standards. When warranted, assists the coach in conducting expanded reviews if individual performance is found to be deficient. In collaboration with the training coordinator prepares and conducts formal training sessions; including but not limited to training for newly hired personnel, refresher training and other necessary training due to changes in procedures, regulations, or the law. Serves as a technical advisor to NCC/NIRC management and team leaders. Performs in depth research, analyzes operating contingencies and special situations. Assists technical managers and staff in developing phone and IRIS response solutions. Able to develop complex presentations for leadership that includes data and analysis of call center results. Conducts statistical analysis of BAS Quality Client Services reviews to identify trends in quality, significant problems areas and processes requiring improvement. Performs quality management activities that are designed to improve quality of phone and IRIS responses. Attends division staff meetings, when requested, for the purpose of providing input on the quality of division operations and recommending ways for improvement, incumbent will work closely with other members of the division management team in formulating these recommendations. Performs other related duties as assigned. Work Schedule: Monday- Friday 7:45am-4:15pm Compressed/Flexible: Not Available Telework: Available Virtual: This is not a virtual position Position Description #: 317371A (This is a Non Bargaining position) Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required

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
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/20/2023. 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. To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). You must provide a copy of your most recent SF-50 that indicates proof of status, and shows Time in Grade (for example, you were a career or career-conditional employee) and identifies your position title, series, grade, step, salary, tenure, and type of service (Competitive or Excepted). 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 also submit your most recent promotion or within-grade increase in addition to your recent SF-50. If you previously held a higher grade, you must also submit any SF-50 showing that grade. DO NOT submit Award SF-50's and/or General Adjustment SF-50's as they cannot be used to prove time-in-grade. Note: This does not apply to Non-Federal Applicants, or applicants applying for consideration under Non-Competitive Authority (i.e.... "30% or more Disability", VRA, and/or Schedule A).For a GS-11 position you must have served 52 weeks at the GS-09 grade level. 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. You may qualify based on your experience and/or education as described below: Specialized Experience: Must have one year (52 weeks) of specialized experience equivalent to at least the next lower grade, GS-09, in the normal line of progression for the occupation in this organization. Specialized experience is defined as experience in applying analytical methods to identify, evaluate, and recommend appropriate action to resolve issues; experience using and referencing applicable state, federal and local Veteran benefit programs as well as federal regulations and legislation that pertain to the full array of Veteran benefits and programs; experience and demonstrated skill in communicating to provide feedback, verbally and in writing, to identify deficiencies in individual performances; experience providing training or instruction to individuals with various cultural backgrounds and education levels 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. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a PhD or equivalent doctorate degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related, OR, Combination: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. Click here for more information. 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: The work normally involves mental rather than physical exertion. The work is mostly sedentary. However, there may be some walking, standing, and carrying of light items such as papers, books, and other training material. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Winston-Salem Regional Benefit Office Federal Building, 251N. Main St Winston-Salem, NC 27155 US
• Name: Atashi Bakshi
• Phone: 601-364-7210
• Email: [email protected]