The Supervisory Program Analyst functions as the Quality Support Services (QSS) Supervisor. The position oversees QSS staff and ensures the effective completion of unit responsibilities. Key duties include establishing guidelines, resolving procedural issues, planning and distributing work, monitoring assignment progress, preparing coaching reports, conducting analyses, and providing instruction, guidance, and on-the-job training.
Major Duties: Resolve escalated issues received from subordinates to model calm, constructive problem-solving and customer focus. Provide advice, counsel, and instructions on both work and administrative matters, adjusting approach to the situation and employee. Lead continuous improvement efforts by identifying methods to enhance productivity and accuracy and by updating SOPs.
Plan, distribute, and monitor work assignments across the Contact Center segment; set and adjust short term priorities and schedules. Evaluate employee performance and provide timely, constructive feedback tied to standards and quality outcomes. Effect disciplinary actions and make recommendations for appointments, reassignments, or terminations in accordance with policy.
Conduct audits and produce formal reports on Quality Support Services (QSS) programs to document compliance and performance trends. Implement and refine guidelines, procedures, and automated work processes to enhance productivity and quality in Contact Center operations. Coordinate cross-functional quality efforts with VA medical centers, Community Care leadership, and other officials to ensure end to end process reliability.
Work Schedule: 6:00 am - 5:30 pm Mountain Time, based on business needs Telework: This position may be authorized for ad hoc telework. Telework eligibility will be discussed during the interview process. Ad hoc is defined as occasional, non-recurring telework. Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to the in-person work mandate in their current position.
Definition of Virtual Work: Employee works outside of original hiring duty station at a VA-owned or leased space. Return to Office (RTO): RTO mandates are in effect and selectees will be required to report to in-person work five days per week unless they are approved for an exception or an exemption. Any approval for an RTO exception, exemption, or extension will happen after a conditional job offer, but before a final job offer.
Position Description/PD#: Supervisory Program Analyst/PD00913A Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved 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 $74678 – $121371/yr.
This position is eligible for telework.
Applications close on 2026-10-19.
There are 2 openings for this position.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-15 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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