Program Analyst

Program AnalystThe Program Analyst is responsible for enhancing the performance of Pharmacy Service Contact Center representatives by improving the overall quality, consistency, efficiency, effectiveness, and accuracy of information that Contact Center representatives provide to internal and external customers. He/she will be responsible for quality assurance and review of training materials, policies, processes, procedures, and knowledge base scripting. Major duties include, but are not limited to the following: Responsible for development, coordination, collaboration and facilitation of training related to performance improvement and consultative quality support. Evaluates and documents in detail the information identified in monitored calls and provides accurate analysis of call trends. Utilize knowledge of established quality assurance techniques to review training materials, policies, processes, procedures and knowledge base scripting. Enhance performance by improving the quality of consistency, efficiency, effectiveness, timeliness and accuracy of information employees provide to customers. Evaluates customer interactions and provides direct confidential notification to staff regarding critical areas of improvement and coaching comments during coaching sessions and team meetings. Coach employees on problem solving methods, practices and procedures providing clear and concise guidance. Provide instruction and performance improvement guidance directly to employees upon failure of quality monitor calls. Communicates with and treats internal and external customers in a courteous, tactful, and respectful manner. Provides internal and external customers with accurate and consistent information per established policies and procedures. Handles conflict and problems with internal and external customers constructively and appropriately. Responsible for planning, researching, analyzing, and coordinating implementation strategies related to performance improvement and organizational initiatives. Collects data using quantitative and qualitative techniques to be used in calibration sessions, Standard Operating Procedures, Business Processes, Job Aids and training materials. Determines fail or pass on all calls being reviewed. Work Schedule: Full-time (Monday thru Friday 8:00 am - 4:30 pm) Position Description: PD# 07587A Telework: Telework Eligible, as directed by the Agency Virtual: This is not a virtual position. Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (PCS): Not Authorized You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/06/2026. 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-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. 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-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Developing, coordinating, and facilitating training related to performance improvement and consultative support. Utilizes knowledge of established quality assurance techniques to review training materials, policies, processes, and procedures. Collects data using quantitative and qualitative techniques to be used in calibration sessions, Standard Operating Procedures, Business Processes, Job Aids and training material. 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 successfully completed two (2) full years of progressively higher level graduate education leading to such a degree, LL.B or J.D. if related. Such education must demonstrate the knowledge, skills, and abilities necessary to do the work of this position. (TRANSCRIPTS REQUIRED) Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and graduate level education beyond the first year. Only graduate level beyond the first year is qualifying for a combination rating. (TRANSCRIPTS REQUIRED) Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. You will be evaluated for this job based on how well you meet the qualifications above. Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps,