Supervisory Program Analyst

Veterans Health Administration • Lakewood, CO

7d • Onsite

About The Position

The Supervisory Program Analyst functions as the Quality Support Services (QSS) Supervisor, overseeing QSS staff and ensuring the effective completion of unit responsibilities. The role establishes guidelines, resolves procedural issues, plans and distributes work, monitors assignment progress, prepares coaching reports, conducts analyses, and provides instruction, guidance, and on-the-job training.

The position supervises work across the Contact Center segment, supports employee performance and development, and leads continuous improvement of procedures and automated processes. It also conducts audits and formal program reporting and coordinates quality efforts with VA medical centers, Community Care leadership, and other officials.

The work schedule is 6:00 a.m.–5:30 p.m. Mountain Time, based on business needs. Ad hoc telework may be authorized. Virtual work may be authorized for current VA employees who meet the stated conditions. Return-to-office mandates require in-person work five days per week unless an exception or exemption is approved.

The position is a GS-11 role. Applicants must meet the stated qualifications by the announcement closing date of 10/19/2026. Qualification may be based on one year of specialized experience equivalent to GS-09, qualifying graduate education, or a combination of experience and education. Current or former federal employees may also be subject to time-in-grade requirements.

Requirements

• U.S. citizenship.
• Complete the application, questionnaire, and required online assessment.
• Selective Service registration for males born after 12/31/1959.
• Pass a background/security investigation and complete the online onboarding process.
• Participate in the seasonal influenza vaccination program as required for Department of Veterans Affairs Health Care Personnel.
• Serve the applicable one-year probationary period or two-year trial period, and any agency-prescribed supervisory probationary period.
• Meet qualifications by the announcement closing date of 10/19/2026.
• For applicants subject to time-in-grade requirements, have 52 weeks at GS-09 for a GS-11 position and submit documentation demonstrating eligibility.
• Qualify through one year of specialized experience equivalent to at least GS-09, qualifying doctoral-level education, or an eligible combination of experience and education.
• Specialized experience includes applying qualitative and quantitative techniques to quality measurement and process improvement; integrating best practices and benchmarking into measurable workflows; supporting people-related responsibilities in a matrixed environment, including leadership or indirect supervision; exercising independent judgment to develop procedures and reports when guidelines are limited; and providing professional service to internal and external customers.
• Submit an accredited education transcript if relying on education to qualify; foreign education requires a Certificate of Foreign Equivalency with the transcript.

Responsibilities

• Resolve escalated issues received from subordinates, modeling calm, constructive problem-solving and customer focus.
• Provide advice, counsel, and instructions on work and administrative matters, adapting the approach to the situation and employee.
• Lead continuous improvement efforts by identifying ways to improve productivity and accuracy and updating standard operating procedures.
• 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 QSS programs to document compliance and performance trends.
• Implement and refine guidelines, procedures, and automated work processes to improve 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.
• Provide instruction, guidance, and on-the-job training to staff.

Benefits

• Federal employee benefits package available to employees and their families; specific benefit eligibility depends on position type and must be confirmed with the hiring agency.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Ph.D. or professional degree