This position is located at the Department of Veterans Affairs, Veterans Benefits Administration at the Department of Veterans Affairs, Columbia, SC Regional Benefits Office. The Quality Review Specialist (QRS) 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

Major duties and responsibilities include, but are not limited to: 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. Work Schedule: Full-time, Monday through Friday Compressed/Flexible: Available Telework: Authorized Position Description/PD#: 37371A Relocation/Recruitment Incentives: Not authorized Bargaining Unit Position: Yes 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, 09/20/2024. 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 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. 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 must qualify based on your experience and/or education as described below: Specialized Experience: At least one year of specialized experience equivalent to the GS-09 grade level in the Federal Service performing the following duties: 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 A PhD. or equivalent doctoral degree or three full years of progressively higher-level graduate education leading to such a degree in a field that demonstrates they have the knowledge, skills, and abilities to perform the duties of the job, OR A combination of specialized experience as described in A, and more than two years but less than three years of education as described in B. (To compute the percentage, divide your total months of qualifying experience by 12. Then divide your semester hours of graduate education beyond two years by 18. Add the two percentages. The total percentage must equal at least 100 percent to qualify). 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. 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

If you are claiming education as any part of your qualifications for this position, you must submit an official transcript, unofficial transcript, or a list including courses, grades earned, completion dates, and quarter and semester hours earned.

GS-11 Level: Applicant 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 degree or LL.M,. related

OR

Combination: Applicant may also combine education and experience to qualify at this level. To calculate, first identify the percentage of education you have earned. Then identify the percentage of required experience you possess. Add the two percentages; the total percentage must equal at least 100 percent to qualify.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 Columbia Regional Benefit Office 6437 Garners Ferry Rd Columbia, SC 29209 US
• Name: Alexandria Bennie
• Email: [email protected]