Management and Program Analyst

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/21/2026. 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-7 position you must have served 52 weeks at the GS-5. 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 some former Federal employees applying for reinstatement, as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. See the Required Documents section below for more information regarding the SF-50s needed to verify time-in-grade. AND You may qualify based on your experience and/or education as described below: Specialized Experience for GS-7: 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 would typically include, but are not limited to: 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; and Communicating findings and recommendations to support performance improvement. OR 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 superior academic achievement. OR Combination of Education and Experience for GS-7: 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. You will be rated on the following Competencies for this position: Analytical Reasoning Data Analysis Education and Training 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: 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. Failure to include this information may result in an ineligible rating. A full year of work is considered to be 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 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. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. The Career Transition Assistance Plan (CTAP) provides eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified for this vacancy, 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 meet the well-qualified criteria below: 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; and Developing and presenting recommendations based on analytical findings to support management decisions or organizational performance improvement. 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/. This position is located in the Quality Management (QM) section of Enterprise Contact Center Operations (ECCO), Customer Experience Data, Analytics, and Technology Solutions (CXDATS), Veterans Experience Office (VEO). In a developmental capacity, the incumbent supports quality management by analyzing performance data, conducting quality reviews, and assisting with projects that improve quality and support new organizational initiatives.

• 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 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: Mon- Fri, 8:00 am-4:30 pm Telework: Not applicable, this is a remote position. Virtual: This is not a virtual position. Position Description/PD#: PD18950A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required Permanent Change of Station (PCS): Not Authorized