This position is located in the Veterans Benefit Administration Regional Office, National Call Center. The employee serves as the quality review and training coordinator for the division. Responsible for analyzing data associated with national program reviews and conducts local quality assurance (QA) and training.

Duties

Responsible for performing quality reviews for individual Public Contact Representatives (PCR) in accordance with established monthly schedule. Tracks and analyzes all silent monitoring (phone) and IRIS quality exceptions for the station, discussing identified trends with management. Reviews products and activities for quality of performance and enters results into Verint and IRIS checklists. Returns any completed work related to phone calls to the originating PCR for correction. Interacts with supervisory personnel through discussion of individual phone calls and IRIS responses that have been reviewed; explaining rationale and provides citation to support error call. Utilizes Benefits Assistance Services quality client services review results and identified trends to recommend training for PCRs. Collaborates with training coordinator in preparing and conducting formal training, including training for newly hired personnel. Provides assessments to first line supervisors regarding strength and weaknesses observed in PCRs and identifies ways for improvement. Performs in depth research, analyzes operating contingencies and special situations, including review of exiting procedures and directive to detect contradictory instructions and deficiencies; recommending corrective action. Ensures all program requirements imposed by Benefits Assistance Service, Compensation Service and Pension Service are met and implemented. Conducts quality reviews and develops local operating procedures for the team to supplement regulations and directives as needed.

Requirements

• You must be a U.S. citizen to apply for this job
• Selectees are subject to a background/suitability investigation
• Selective Service registration is required for males born after 12/31/1959
• A probationary period may be required for employees and supervisors

Qualifications

Applicants must meet all requirements by the closing date of this announcement. Time-in-grade: Applicants who are/were federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements. For a GS-11 position you must have served 52 weeks at the GS-09 level. To support your claim of time in grade, you must submit your most recent appointment, promotion, or within grade increase SF-50 (not an award or general adjustment SF-50). Some applicants may have to submit more than one SF-50 to demonstrate their eligibility. See the required documents section for more information. Specialized Experience: To qualify, applicants 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. Specialized experience is defined as work that involves: counseling customers and/or veterans, their dependents and their beneficiaries regarding their benefits; serving as a liaison between government personnel (inside and outside the organization), analyzing submitted claims and initiating action to obtain all required evidence to support the claim. Or Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related Or Combining Education and Experience 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. The Office of Personnel Management's group coverage qualification standards, associated individual occupational requirements (IOR), and individual qualification standards covering white collar occupations in the Federal competitive service can be found here.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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. 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.

Contacts

• Address Philadelphia VBA Regional Office 5000 Wissahickon Ave Philadelphia, PA 19144 US
• Name: Ayesha Kelly
• Phone: 726-209-4429
• Email: [email protected]