Management and Program Analyst

The Department of Veterans Affairs' Veterans Experience Office supports customer experience data, analytics, and technology solutions for veterans. In a developmental capacity, the Management and Program Analyst analyzes performance data, conducts quality reviews, prepares reports and briefings, and supports initiatives to improve customer service quality and organizational performance.

Responsibilities:

• Monitors and evaluates customer interactions to ensure accuracy, consistency, and compliance with established quality standards
• Analyzes performance data and quality findings to identify trends, issues, and opportunities for improvement
• Prepares reports and briefings to communicate quality findings and support management decisions
• Assists with identifying quality gaps and developing recommendations to improve processes and performance
• Supports quality-related training and coaching activities, including reviewing training materials and participating in calibration sessions

Requirements:

• You must be a U.S. Citizen to apply for this job
• For a GS-7 position you must have served 52 weeks at the GS-5
• 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
• Monitoring or evaluating customer service interactions or work processes for compliance with established quality standards
• Analyzing performance data or information to identify issues or areas for improvement
• Communicating findings and recommendations to support performance improvement
• 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
• Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond a full 4-year course of study leading to a bachelor's degree
• Independently monitoring and evaluating customer service interactions or work processes to identify quality issues, trends, and areas for improvement
• Analyzing performance data from multiple sources to identify trends, deficiencies, and opportunities for improvement
• Developing and presenting recommendations based on analytical findings to support management decisions or organizational performance improvement
• Education for GS-7: 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 a Bachelor's degree with superior academic achievement
• Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses
• 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum
• 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum
• Applicants can be considered eligible based on membership in one of the national scholastic honor societies recognized by the Association of College Honor Societies. Membership in a freshman honor society cannot be used to meet the requirements of this provision
• A transcript must be submitted with your application if you are basing all or part of your qualifications on education
• 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
• 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
• Resume must include job title and employer name, number of hours worked per week, start and end dates (including month and year), list of duties and responsibilities for each position held. In addition, if the experience was a federal position, you must list series and grade for each position held
• 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
• Work is sedentary and the employee may sit comfortably. There may be some walking, standing, bending, and carrying light items, etc. Fieldwork may involve traveling to interviews, meetings, and sources of information, if necessary
• Resumes longer than two pages will result in ineligibility for further consideration for the position
• Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying