Supervisory Program Analyst

Summary

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.

Duties

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

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/19/2026. 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. 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 provide an additional SF-50 that clearly demonstrates one-year time-in-grade. 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 may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Applying qualitative and quantitative techniques to support quality measurement and process improvement efforts. Integrating best practices and benchmarking insights into clear, measurable workflows. Supporting senior staff with people-related responsibilities in a matrixed reporting environment, including leadership or indirect supervision responsibilities. Exercising independent judgment to develop procedures and reports when guidelines are limited or not well defined. Providing respectful and professional service to both internal and external customers. OR Education: Applicants 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 a degree OR, LL.M., if related Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond graduate level education. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

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/.