Management and Program Analyst

Duties

• Monitors and evaluates customer interactions to ensure accuracy, consistency, and compliance with established quality standards Analyzes performance data and quality findings to identify trends, issues, and opportunities for improvement Prepares reports and briefings to communicate quality findings and support management decisions Assists with identifying quality gaps and developing recommendations to improve processes and performance Supports quality-related training and coaching activities, including reviewing training materials and participating in calibration sessions Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Mon- Fri, 8:00 am-4:30 pm Telework: Not applicable, this is a remote position. Virtual: This is not a virtual position. Position Description/PD#: PD18950A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required Permanent Change of Station (PCS): Not Authorized