Legal Administrative Specialist(Contact Representative)

Found in: Talent US 2 C2 - 1 week ago

St Louis, United States Veterans Benefits Administration Full time

Summary

This position is located in the Veterans Benefit Administration Regional Office, National Call Center. The employee serves as the quality review and training coordinator for the division. Responsible for analyzing data associated with national program reviews and conducts local quality assurance (QA) and training.

Duties

Responsible for performing quality reviews for individual Public Contact Representatives (PCR) in accordance with established monthly schedule. Tracks and analyzes all silent monitoring (phone) and IRIS quality exceptions for the station, discussing identified trends with management. Reviews products and activities for quality of performance and enters results into Verint and IRIS checklists. Returns any completed work related to phone calls to the originating PCR for correction. Interacts with supervisory personnel through discussion of individual phone calls and IRIS responses that have been reviewed; explaining rationale and provides citation to support error call. Utilizes Benefits Assistance Services quality client services review results and identified trends to recommend training for PCRs. Collaborates with training coordinator in preparing and conducting formal training, including training for newly hired personnel. Provides assessments to first line supervisors regarding strength and weaknesses observed in PCRs and identifies ways for improvement. Performs in depth research, analyzes operating contingencies and special situations, including review of exiting procedures and directive to detect contradictory instructions and deficiencies; recommending corrective action. Ensures all program requirements imposed by Benefits Assistance Service, Compensation Service and Pension Service are met and implemented. Conducts quality reviews and develops local operating procedures for the team to supplement regulations and directives as needed.

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