The employee serves as a quality review and training specialist for the division. Responsible for analyzing data associated with national program reviews and conducts local quality assurance (QA) and training. Note: This announcement is being limited to the first 50 applications received. The announcement will close either on the published closing date at 11:59pm (EST) or on the day when the number of applications reaches 50 at 11:59pm (EST), whichever comes first.
This position is located in the Veterans Benefit Administration Regional Office, Fiduciary Call Center. Specific duties include: Performs scheduled quality reviews of individual call agents, evaluates performance and work products, documents results in the Calabrio or successor checklists, and returns deficient call-related work for correction.
Tracks and analyzes silent-monitoring quality exceptions, including those identified by Quality Client Services, and discusses reviewed calls with supervisors by explaining findings, citing supporting requirements, and identifying corrective actions. Assesses call-agent strengths and weaknesses using quality-review results and observed trends, recommends improvement strategies and training, and provides feedback to first-line supervisors.
Coordinates with the training coordinator to develop and deliver onboarding, refresher, and procedure-, regulatory-, or law-related training for call agents.
Researches complex operating contingencies and special situations; reviews procedures and directives for deficiencies or conflicting instructions; recommends corrective actions; verifies implementation of applicable Benefits Assistance Service, Compensation Service, and Pension Service requirements; and develops supplemental local operating procedures as needed.
Work Schedule: Full Time, Monday through Friday, 8:00 am - 6:30 pm Compressed/Flexible: Not Available Telework: Not available - This is a remote position Virtual: This is not a virtual position. Position Description/PD#: Legal Administrative Specialist (Quality Review); PD41408A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education to be credited towards qualifications. Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. All education claimed by applicants will be verified upon appointment.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit.
This position is with Veterans Benefits Administration, Department of Veterans Affairs.
The posted pay range is $74678 – $97087/yr.
Yes, this position is fully remote.
This position requires a Other security clearance.
Applications close on 2026-10-26.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-22 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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