Supervisory Program Analyst

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/08/2026. 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. You will be rated on the following Competencies for this position: Leadership Manages Human Resources Quality Management Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: 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. Physical Requirements: No special physical demands such as above average ability, dexterity, or strength are required to perform the work. Work is sedentary and employee may sit comfortably. Use of a computer and keyboard is extensive. 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/.

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 and 5:30 pm Mountain Time, based on business needs Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. 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 unless they are approved for an exception or an exemption. Any approval for an RTO exception, exemption, or extension will happen after a tentative job offer, but before a final job offer. Position Description/PD#: Supervisory Program Analyst/PD009130 Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized