[Remote] Legal Administrative Specialist (Quality Review)

Note: The job is a remote job and is open to candidates in USA. The Veterans Benefits Administration seeks a Legal Administrative Specialist (Quality Review) for its Fiduciary Call Center. The role conducts quality reviews of call agents, analyzes performance trends and exceptions, recommends training and improvement strategies, and develops or reviews operating procedures.

Responsibilities

• Performs scheduled quality reviews of individual call agents, evaluates performance and work products, documents results in the Calabrio or successor checklists, and returns deficient call-related work for correction
• Tracks and analyzes silent-monitoring quality exceptions, including those identified by Quality Client Services, and discusses reviewed calls with supervisors by explaining findings, citing supporting requirements, and identifying corrective actions
• Assesses call-agent strengths and weaknesses using quality-review results and observed trends, recommends improvement strategies and training, and provides feedback to first-line supervisors
• Coordinates with the training coordinator to develop and deliver onboarding, refresher, and procedure-, regulatory-, or law-related training for call agents
• Researches complex operating contingencies and special situations; reviews procedures and directives for deficiencies or conflicting instructions; recommends corrective actions; verifies implementation of applicable Benefits Assistance Service, Compensation Service, and Pension Service requirements; and develops supplemental local operating procedures as needed

Skills

• You must be a U.S. Citizen to apply for this job
• Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements
• For a GS-11 position you must have served 52 weeks at the GS-09 level
• At least one year of specialized experience equivalent to the GS-09 grade level in the Federal Service. Specialized experience is defined as experience developing training strategies and materials to address deficiencies and/or conducting training activities for Veteran Benefit or Fiduciary services
• A PhD. or equivalent doctoral degree or three full years of progressively higher-level graduate education leading to such a degree or LL.M., if related, in a field that demonstrates they have the knowledge, skills, and abilities to perform the duties of the job
• A combination of specialized experience as described in A, and more than two years but less than three years of education as described in B. (To compute the percentage, divide your total months of qualifying experience by 12. Then divide your semester hours of graduate education beyond two years by 18. Add the two percentages. The total percentage must equal at least 100 percent to qualify)

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