Legal Administrative Specialist (Quality Review)

Summary

The employee serves as a quality review and training specialist for the division. Responsible for analyzing data associated with national program reviews and conducts local quality assurance (QA) and training. Note: This announcement is being limited to the first 50 applications received. The announcement will close either on the published closing date at 11:59pm (EST) or on the day when the number of applications reaches 50 at 11:59pm (EST), whichever comes first.

Major duties

This position is located in the Veterans Benefit Administration Regional Office, Fiduciary Call Center. Specific duties include: 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. Work Schedule: Full Time, Monday through Friday, 8:00 am - 6:30 pm Compressed/Flexible: Not Available Telework: Not available - This is a remote position Virtual: This is not a virtual position. Position Description/PD#: Legal Administrative Specialist (Quality Review); PD41408A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 10/26/2026. TIME-IN-GRADE REQUIREMENT: 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. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience and/or education as described below: GS-11 Grade Level: Specialized Experience: 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. OR Education Substitution: 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 OR Combination of Education & Experience: 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). Combining Education & Experience: If you do not fully meet the length of experience and education described for a specific grade level (e.g. have six months of experience and some coursework but not a degree), the two can be combined to total 100% of the requirement. Click here for more information. Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Full vs. Part-Time Employment: Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis; when including part-time employment in your resume you must specify the average hours worked per week. Physical Requirements: The work is mostly sedentary. However, there may be some walking, standing, and carrying of light items such as papers, books, and other training material. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Requirements

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary 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 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. You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. 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. Acceptable form(s) of identification will be required to complete pre-employment requirements I-9 Acceptable Documents.