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USAJOBS · 5 months ago

Supervisory Program Analyst

United States

Full-time

Remote

Entry, Mid Level

$89K/yr - $144K/yr

1+ years exp

USAJOBS is seeking a Supervisory Program Analyst (Quality Management Officer) for the Veterans Crisis Line, which provides 24/7 suicide prevention and crisis intervention services for Veterans and their families. The role involves overseeing quality management programs, training employees, and collaborating with various departments to ensure compliance and enhance service quality.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Plans work and assigns duties to employees

Provides employees with information, training and reference materials necessary to perform their jobs

Reviews completed projects, evaluations, and reports prepared by subordinate QA team members

Develops, implements, and maintains a comprehensive quality management program

Works collaboratively with multiple other departments and call centers

Assists the Director with strategic planning of long-range goals, objectives, and milestones

Interpret data driven findings and explain results from the QA program to ensure compliance with internal and external standards

Qualification

Quality Management ProgramCrisis Call Center ExperienceData AnalysisStrategic PlanningQuality Assurance PoliciesPlanningEvaluatingLeadershipCommunication

Required

You must be a U.S. Citizen to apply for this job

Selective Service Registration is required for males born after 12/31/1959

You may be required to serve a probationary/trial period

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

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-12 position you must have served 52 weeks at the GS-11

Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-11) in the normal line of progression for the occupation in the organization. In order to meet the minimum qualifications for this position, you must meet 5 out of 7 of the following examples of specialized experience: Conducting silent monitoring and providing verbal and written feedback in a crisis call center; Developing, implementing, and/or maintaining a comprehensive quality management program through rigorous monitoring of service quality, continuous improvement initiatives, detailed audits, and feedback mechanisms to ensure consistency, compliance with standards, and enhancement of overall performance; Developing and/or revising Quality Assurance related policies, standards, manuals, and/or forms, ensuring compliance with associated federal guidelines and standards; Providing support, advice, training, and/or instruction to employees on both adherence to SOPs and standards and other work and/or administrative matters; Collecting, analyzing, and disseminating data and/or data reports to provide program oversight and human capital and resource allocation; Assisting in strategic planning resulting in the development of short or long-range strategic plans, goals, objectives, and milestones for a program; Collaborating in interdepartmental workgroups to facilitate changes necessary to improve quality in a crisis call center

Education: There is no education substitute for specialized experience at the GS-12 grade

This position requires the successful completion of the VA Supervisory Training within one-year after onboarding

You will be rated on the following Competencies for this position: Leadership, Planning and Evaluating, Quality Management, Communication

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

Physical Requirements: The work is primarily sedentary and requires no special physical demands