Job Listing
Legal Administrative Specialist (Contact Representation)
Veterans Benefits Administration · Posted 1 days ago
RemoteUnited States$75K – $97KApply by May 27, 2026General Legal And Kindred AdministrationENFJENFPESFJISFJCustomer Success
Apply for this job →About the Role
The Veterans Benefits Administration (VBA) National Contact Center (NCC) leverages a remote workspace to answer inbound telephone calls from more than eight million individual Veterans per year. NCC personnel provide telephone assistance to Veterans, their dependents, and survivors with information, advice, and assistance regarding the availability and procurement of benefits under laws administered by the Department of Veterans Affairs (VA) and other agencies.
What You'll Do
- →This position is within the Veterans Benefit Administration, San Juan Regional Office - National Call Center.
- →The employee serves as the quality review and training coordinator for the division.
- →Responsible for analyzing data associated with national program reviews and conducts local quality assurance (QA) and training.
- →Typical duties include, but are not limited to: Responsible for performing quality reviews for individual Public Contact Representatives (PCR) in accordance with established monthly schedule.
- →Tracks and analyzes all silent monitoring (phone) and Ask VA quality exceptions for the station, discussing identified trends with management.
- →Reviews products and activities for quality of performance and enters results into Verint and Ask VA checklists.
- →Returns any completed work related to phone calls to the originating PCR for correction.
- →Interacts with supervisory personnel through discussion of individual phone calls and Ask VA responses that have been reviewed; explaining rationale and provides citation to support error call.
- →Utilizes Benefits Assistance Services quality client services review results and identified trends to recommend training for PCRs.
- →Collaborates with training coordinator in preparing and conducting formal training, including training for newly hired personnel.
- →Provides assessments to first line supervisors regarding strength and weaknesses observed in PCRs and identifies ways for improvement.
- →Performs in depth research, analyzes operating contingencies and special situations, including review of exiting procedures and directive to detect contradictory instructions and deficiencies; recommending corrective action.
- →Ensures all program requirements imposed by Benefits Assistance Service, Compensation Service and Pension Service are met and implemented.
- →Conducts quality reviews and develops local operating procedures for the team to supplement regulations and directives as needed.
Requirements
- ✓As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓Additional Conditions of Employment are as follows: 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 or 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 I-9 Acceptable Documents.
- ✓Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
- ✓Education must be accredited by an accrediting institution recognized by the U.S.
- ✓Department of Education to be credited towards qualifications.
- ✓Provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S.
- ✓Department of Education.
- ✓All education claimed by applicants will be verified upon appointment.
- ✓If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript to receive credit.
Personality Fit
Job ID: c17fb14d-2d85-4575-a153-87e67ff090eb
Posted via USAJobs