Summary The position is assigned the organizational title of Program Analyst (Quality) within the division of the Customer Service Directorate of the Integrated External Networks (IEN) under Integrated Veteran Care (IVC) Program Office. The primary function of the position is providing administrative support to senior staff and supervisory personnel through data collection, analysis, reporting, project management, workforce management and quality improvement activities. Responsibilities Major Duties: Assist in data collection, analysis, reporting and project management. Assist in the training of new Customer Service Representatives as well as monthly trainings as assigned by the supervisor. Detects and reports suspected attempts to defraud the government when the situation presents itself. Evaluates recorded calls and provides coaching comments to Customer Service Representatives in accordance with Customer Service Contact Center protocols and procedures. Performs call monitoring for C...