Legal Administrative Specialist (Quality Review) - Cleveland, OH - Overview Summary The Legal Administrative Specialist (Contact Rep) (Quality Review) position is located in the National Call Center, Regional Office Cleveland. The major duties and responsibilities include but are not limited to assisting supervisory personnel by leading the work of the NCC teams, and assisting the call agents and callers with difficult or complex responses Work Schedule: 8:00 am to 4:30 pm or 9:00 am-5:30 pm, flexibility is required Telework: Is Not Available Virtual: This is not a virtual position. Position Description/PD#: Legal Administrative Specialist (Quality Review)/37371A Relocation/Recruitment Incentives: Is not authorized Duties · The Phone/IRIS Quality Review Specialist is responsible for performing quality reviews for individual PCRs in accordance with an established monthly schedule · The Phone/IRIS Quality review Specialist performs individual quality reviews to determine the phone and IRIS quality level of individual PCRs for purposes of individual performance standards. · The Quality Review Specialist also assists with "non-punitive" reviews to determine the accuracy of phone/IRIS action taken. · The incumbent tracks and analyzes all silent monitoring (phone) and IRIS quality exceptions for the station and for individuals, to include exceptions called by Quality Client Services. · The individual develops reports and discusses report findings with the National Call Center Manager, Coaches, and employees on a routine basis. · The incumbent reviews products or activities for quality of performance and enters the results into the on-line verint and IRIS checklists. · Evaluates and identifies deficiencies of all elements of a phone call and IRIS response as it relates to the claims process. - $63,717 $82,835 Job Details Application Open Date 5/5/2018 Application Close Date 5/25/2018 Organization Veterans Benefits Administration Who May Apply None Status None - VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the - site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the "Who may apply" eligibility requirements, please refer to the - document. If you are unable to apply online view the following link for information regarding an - . - Qualifications - To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/25/2018. 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. To support your claim that you have the required time-in-grade, you must submit your most recent promotion, within-grade increase, or appointment SF-50. If you previously held a higher grade, you must also submit any SF-50 showing that grade. GS -11: 52 weeks at the GS -09 level. AND Specialized Experience: Applicants must have One year of specialized experience equivalent to at least the next lower grade (GS-09) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: an overall knowledge of all VA benefit programs for purposes of interviewing veterans and their representatives, resolving issues, and obtaining required evidence to settle a claim. Candidates must also have demonstrated in their work experience or training that they currently possess or have the potential to develop the ability to plan, assign, and review the work of others. OR Applicants may substitute education for the experience required at the GS-11: Ph.D. or equivalent doctoral degree or three (3) full years of progressively higher level graduate education leading to such a degree or LL.M., if related. OR Applicants may also combine education and experience to qualify. To calculate, first identify the percentage of required education you have earned. When substituting you can use graduate level education you have earned beyond a Bachelor's Degree. Then identify the percentage of required experience you possess. Add the two percentages. The total percentage must equal at least 100 percent to qualify. (1) For example, an applicant who has 75 semester hours of education (i.e. 15 semester hours beyond the second year, which is the equivalent of 25% of the required education) and has 9 months of specialized experience, would have the 1 year combination required for the position. OR (2) For example, an applicant who has 9 semester hours of graduate level education (i.e. 50% of graduate education required) and 6 months of creditable specialized experience (i.e. 50% of the required experience) would equal 100% of the required experience for the position. 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. Note: - Physical Requirements: Physical Requirements: This position is primarily sedentary with some walking, standing, bending, and carrying of lightweight items (e.g. folders, claims files, etc.) This position has a position-sensitivity level of Public Trust-Low Risk. Selections made under this announcement are conditioned upon favorable adjudication of a National Agency Check with written Inquiries (NACI) per VA Handbook 0710. An investigation will be conducted after the effective date of the selection. An individual currently holding the appropriate clearance does not require additional investigation. An individual receiving unfavorable adjudication is ineligible to remain in this position. - Benefits - How To Apply - All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 05/25/2018 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10201788. - To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. - Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete. - Additional Details - Series: 0901-General Legal And Kindred Administration Job Pay Type: Per Year Job Openings: Job Position: CASF-10201788-18-18-INT-JN · The Phone/IRIS Quality Review Specialist is responsible for performing quality reviews for individual PCRs in accordance with an established monthly schedule · The Phone/IRIS Quality review Specialist performs individual quality reviews to determine the phone and IRIS quality level of individual PCRs for purposes of individual performance standards. · The Quality Review Specialist also assists with "non-punitive" reviews to determine the accuracy of phone/IRIS action taken. · The incumbent tracks and analyzes all silent monitoring (phone) and IRIS quality exceptions for the station and for individuals, to include exceptions called by Quality Client Services. · The individual develops reports and discusses report findings with the National Call Center Manager, Coaches, and employees on a routine basis. · The incumbent reviews products or activities for quality of performance and enters the results into the on-line verint and IRIS checklists. · Evaluates and identifies deficiencies of all elements of a phone call and IRIS response as it relates to the claims process.