The position is at the full performance level located in the Department of Veterans Affairs (VA), Veterans Benefits Administration (VBA), in the Loan Guaranty Service (LGY). The incumbent serves as a Quality Review Specialist (QRS) within Program Management & Performance (PMP), Quality Review and Training unit. The incumbent focuses on VBA's mission to drive improvement in national accuracy and consistency in the provision of benefits delivered to Service members, Veterans, and their families.

Duties

The primary focus of the position is to conduct national quality assurance (QA) reviews across all LGY Value Stream Operations staff (Loan Administration (LA), Loan Production (LP), Construction & Valuation (CNV), and Specially Adapted Housing (SAH) to access individual employee performance, and to improve the quality and consistency of field operations. Specific duties include: Conducts quality review, timeliness analysis and evaluation of LGY records randomly selected from all non-supervisory LGY Value Stream positions (LA, LP, CNV, SAH, and NADL) to assess individual performance and ensure compliance with statutes, regulations, directives, procedures, and ethical standards of LGY service delivery. Collaborate with the LGY Loan Service Systematic Technical Accuracy Review (LoanSTAR) Team to ensure consistent application of policy and guidance to the quality and timelines reviews. The incumbent develops various quality assurance processes with emphasis on work procedures and techniques that address unique work conditions and practices. The incumbent tracks and analyzes all quality exceptions for the Value Streams. Is responsible for sharing quality trend information with management on an ongoing basis and with value stream staff during training sessions. The incumbent will also work collaboratively with the LGY operations leadership and training staff to identify overall station trends and training needs where there is considerable overlap. Performs quality reviews and develops local operating procedures for the team to supplement regulations and directives as needed. Performs in-depth research, analyzes operating contingencies and special situations. Assists technical managers and staff in developing processing solutions. Evaluates and identifies deficiencies of all elements of the work product. Provides an explanation of errors and includes comments where attention is warranted. The outcome of reviews is to improve performance especially in accuracy, timeliness, and customer satisfaction. The incumbent provides assessments to the first-line supervisor detailing strengths and weaknesses observed in the LGY operations and identifies ways for improvement in performance. The incumbent develops methods for mentoring members of the team on the technical aspects of the job in a manner which addresses individual learning needs and effectively offers feedback to identify and correct deficient areas. Incumbent also assist with reviews to determine the accuracy of phones/IRS/SNOW actions taken. Attends division staff meetings, when requested, for the purpose of providing input on the quality of Value Stream operations and recommending ways for improvement, incumbent will work closely with other members of the division management team in formulating these recommendations. Coordinate special audits with other quality review teams within LGY and collaborate to further research or review areas of concern as identified through normal or special focus reviews. Maintains current in-depth understanding of all laws, regulations, and policy guidelines and the effect on the administration of Veterans' benefits with emphasis on all Value Streams of LGY. May be required to work until 6 pm EST. Must have a valid driver's license. Promotion Potential: The announcement is at FLP (GS-12) Work Schedule: Full time, Monday through Friday 8:00 am - 4:30 pm Compressed/Flexible: Available, at discretion of agency Telework: Available, at discretion of agency Virtual: This is a virtual position. This is a virtual position to any of the existing [10] LGY locations: Atlanta GA, Cleveland OH, Washington DC, Denver CO, Houston TX, Nashville TN, Phoenix AZ, Roanoke VA, St. Paul MN, St. Petersburg FL. The employee is expected to report to one of the [10] LGY locations listed in the announcement based on the telework agreement. Position Description/PD#: Program Analyst; 41745-A Relocation/Recruitment Incentives: Not authorized for these incentives 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:04/17/2024. 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. For a GS-12 position you must have served 52 weeks at the GS-11 level. To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action, Standard Form 50 (SF-50). The grade may have been in any occupation, but must have been held in the Federal service. 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. 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. MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience as described below: GS-12 Grade Level: Specialized Experience: Applicants must have one year of specialized experience equivalent to at least the next lower grade GS-11. Examples of specialized experience include performing analytical work, quality assurance and conducting oversight of work produced by others. The experience should be substantive and relevant to Loan Guaranty operations. Examples include but are not limited to completing loan production full file loan reviews, or completing construction & valuation appraisal desk reviews, or completing post-audit reviews for loan administration. Education Substitution: There is no education substitution for GS-12. Volunteer 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. Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week. Physical Requirements: Work is primarily sedentary, although some slight physical effort may be required. 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

There is no education substitution for this grade (GS-12).

Contacts

• Address Phoenix Regional Benefit Office 3333 North Central Ave Phoenix, AZ 85012 US
• Name: Katy McKee-Richmond
• Phone: 515-323-7575 X3262
• Email: [email protected]