This position is in Member Services, Health Resource Center (HRC), Quality Assurance (QA), and reports to a Supervisory Program Specialist with the organization title of Veterans Experience Officer (VEO). As a Program Analyst, the incumbent is mainly responsible for enhancing the Veteran experience by establishing effective lines of communication to address compliments/complaints and other inquiries regarding the service they received from HRC team members.
Major Duties: Gathering information to identify and analyze issues; Receiving and listening to complaints and grievances from Veteran patients or representatives; Performing service recovery for HRC interactions by placing outbound calls to Veterans and resolving their concerns.
Determining causes of Veteran dissatisfaction, grievances or complaints; Documenting Veteran encounters and contacting appropriate services to establish resolutions; Monitoring and evaluating corrective actions taken; Maintaining records of inquiries and producing regular reports; Identifying existing or potential problem areas; Completing quality monitoring to identify best practices and/or deficiencies of operations; Collecting data to analyze and evaluate the accuracy and effectiveness of contact center representatives; Recommending improvements in processes and/or procedures; Providing feedback to supervisors on quality assurance metrics, process improvements, coaching efforts and mentoring of contact center representatives; Coordinating, facilitating and coaching on topics imperative to the quality performance and service of the contact center; Providing timekeeping support.
Perform other duties as assigned Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Full time, 40 hours per week, Monday - Friday, 8 hour shift between 6:30AM-7:30PM.
Official tour of duty will be selected based on business needs and will start after training is completed. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This position is not authorized for Virtual Work. Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place.
Position Description/PD#: Program Analyst/PD07794A and PD07834A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized
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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
VHANationalRecruitmentCenter@va.gov · (844)456-5208
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $43106 – $68549/yr.
This position is eligible for telework.
This position requires a Other security clearance.
Applications close on 2026-10-05.
There are 2 openings for this position.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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