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Supervisory Program Analyst
Veterans Health Administration · Posted 2 days ago
On-site Lakewood, CO $75K – $121K Apply by Jun 8, 2026 Management And Program Analysis ENTJINTJINTPISTJ
Apply for this job → About the Role
Quality Support Services (QSS) Supervisor, oversees QSS staff and ensures the effective completion of unit responsibilities. Key duties include establishing guidelines, resolving procedural issues, planning and distributing work, monitoring assignment progress, preparing coaching reports, conducting analyses, and providing instruction, guidance, and on-the-job training.
What You'll Do
- →Major Duties: Resolve escalated issues received from subordinates to model calm, constructive problem-solving and customer focus.
- →Provide advice, counsel, and instructions on both work and administrative matters, adjusting approach to the situation and employee.
- →Lead continuous improvement efforts by identifying methods to enhance productivity and accuracy and by updating SOPs.
- →Plan, distribute, and monitor work assignments across the Contact Center segment; set and adjust short term priorities and schedules.
- →Evaluate employee performance and provide timely, constructive feedback tied to standards and quality outcomes.
- →Effect disciplinary actions and make recommendations for appointments, reassignments, or terminations in accordance with policy.
- →Conduct audits and produce formal reports on Quality Support Services (QSS) programs to document compliance and performance trends.
- →Implement and refine guidelines, procedures, and automated work processes to enhance productivity and quality in Contact Center operations.
- →Coordinate cross-functional quality efforts with VA medical centers, Community Care leadership, and other officials to ensure end to end process reliability.
- →Work Schedule: 6:00 am and 5:30 pm Mountain Time, based on business needs Telework: This position may be authorized for telework.
- →Telework eligibility will be discussed during the interview process.
- →Virtual: This position may be authorized for Virtual Work.
- →Virtual Work eligibility is for current VA employees that are already subject to the return to the in-person work mandate in their current position.
- →Definition of Virtual Work: Employee works outside of original hiring duty station at a VA-owned or leased space.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 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 or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓Supervisory Probation Period: An employee is required to serve a probationary period prescribed by the agency upon initial appointment to a supervisory and/or managerial position.
- ✓There is no educational substitution at this grade level.
Personality Fit
Job ID: 67fbd66f-fc9b-4757-87ff-c4c061313180
Posted via USAJobs