Program Analyst

Summary 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. Duties 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 Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/05/2026. 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-07 position you must have served 52 weeks at the GS-05 For a GS-09 position you must have served 52 weeks at the GS-07 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: GS-07 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-5 in the normal line of progression for the occupation in the organization. Examples of specialized experience are, but are not limited to: 1) Collecting data and information used for analyzing and evaluating program operations; 2) Maintaining records of inquiries and contributing to reports; 3) Communicating and participating in discussions with customers and team members; 4) Providing feedback with regard to process improvements and procedures OR, GS-07 Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 1 full year of graduate level education or Superior Academic Achievement. OR, GS-07 Combination: Applicants may also combine education and experience to qualify at this level as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) by 18. Add the two percentages. GS-09 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience are, but are not limited to: 1) Tracking and analyzing data from program activities to evaluate interventions; 2) Maintaining records and producing clear and concise reports; 3) Receiving and handling complaints from customers and/or their representatives; 4) Identifying potential problem areas and recommending improvements in processes and procedures; 5) Developing trending reports for leadership to determine if coaching, mentoring, or training is needed; 6) Collecting and examining data used to evaluate staff performance OR, GS-09 Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree, or 2 full years of progressively higher-level graduate education leading to such a degree, or LL.B. or J.D., (if related) OR, GS-09 Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond 1 full year of graduate level education. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at 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: 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: