Job Listing
Program Analyst
Veterans Health Administration · Posted 7 days ago
Hybrid Lakewood, CO $62K – $100K Apply by Jun 8, 2026 Management And Program Analysis ENTJINTJINTPISTJ Customer Success
Apply for this job → About the Role
The position is assigned the organizational title of Program Analyst (Quality) within the division of the Customer Service Directorate of the Integrated External Networks (IEN) under Integrated Veteran Care (IVC) Program Office. The primary function of the position is providing administrative support to senior staff and supervisory personnel through data collection, analysis, reporting, project management, workforce management and quality improvement activities.
What You'll Do
- →Major Duties: Assist in data collection, analysis, reporting and project management.
- →Assist in the training of new Customer Service Representatives as well as monthly trainings as assigned by the supervisor.
- →Detects and reports suspected attempts to defraud the government when the situation presents itself.
- →Evaluates recorded calls and provides coaching comments to Customer Service Representatives in accordance with Customer Service Contact Center protocols and procedures.
- →Performs call monitoring for Customer Service Representatives on performance related issues using call recording software.
- →Assists supervisors in the development of proposals and/or plans related to the implementation of new or modified programs or projects.
- →Utilizes work force management software to forecast and design their work schedules.
- →Monitors the status and progress of assigned work and makes adjustments in accordance with established priorities.
- →Performs quality evaluations on customer inbound and outbound contact center processes.
- →Work Schedule: Full-time, 8-hour shifts Monday through Friday, with tours scheduled between 6:00 a.m. and 5:30 p.m.
- →Mountain Time.
- →Telework: This position may be authorized for Ad-hoc telework.
- →Telework eligibility will be discussed during the interview process.
- →Virtual: This is not a virtual position.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
- ✓In addition to the application and questionnaire, this position requires an online assessment.
- ✓The online assessment measures critical general competencies required to perform the job.
- ✓Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work is primarily sedentary, although some walking, stooping, bending, reaching and carrying of loads up to 20 pounds is required.
- ✓Use of a computer and keyboard is extensive.
- ✓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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial 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.
- ✓A transcript must be submitted with your application if you are basing all or part of your qualifications on education Note: 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.
Personality Fit
Job ID: a55becea-798c-4207-afd5-5c2796f31a70
Posted via USAJobs