Supervisory Training Specialist
What you'd do
This position is located in the Department of Veteran Affairs. The incumbent serves as one of the Supervisory Training Specialist for the division. This RCC training program is a multifaceted development program that is intended to address a wide variety of needs and objectives. Types of training may include VBA program training, basic skills, customer service training, technical training, mandatory and quality improvement training.
Major duties
The incumbent of this position serves as a liaison between supervisors and employees and may plan and assign work and training as needed. Types of training may include VBA program training, basic skills, customer service training, technical training, mandatory and quality improvement training: Responsible for planning, programming, coordinating, supervising, managing, directing and/or reviewing all activities for the RCC Training Program. Responsible for advising the Regional Contact Center Manager (RCCM) on daily operations of the Training Team, to include reporting daily operations problems and needs to achieve goals and objectives of the RCC. Serves as subject matter expert for the RCC; Maintains the RCC training and reference materials for the division. Serves as one of the Training Coordinator for all RCC training to include all annual required training, new-hire training, and ongoing refresher training. Ensures that any work processed by the trainees is reviewed 100% of the time to evaluate performance. Serves as a Talent Management System (VA TMS) Administrator for the RCC, records training events for NCC personnel, manages user accounts and coordinates technical support, generates compliance/deficiency reports for all mandatory training, and monitors VA TMS reports to track projected and completed training. Serves as first-line supervisor for employees during new-hire training and mentoring; May serve as "acting" team supervisor, when needed. Develops and manages a division training program that effectively assesses training needs; solicits input from management and employees, analyzes local and national call quality results, and may conduct call review to identify trends. Helps others learn through formal or informal methods; identifies training needs; provides constructive feedback; coaches others on how to perform tasks; acts as a mentor. Promotion Potential: Not Applicable/Position is at full performance. Work Schedule: Full time, Monday through Friday Compressed/Flexible: Available, as approved by the division chief and agency policy Telework: No, this is a remote position. Virtual: This is a remote position. Position Description/PD#: Supervisory Training Specialist : PD37006A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Bargaining Unit: No
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement:08/18/2026. TIME-IN-GRADE REQUIREMENT: As a current Federal, GS employee you must meet time-in-grade requirements by the closing date of this announcement. For a GS-11 position you must have served 52 weeks at the GS-9 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. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience and/or education as described below: GS-11 Grade Level: Specialized Experience: Applicants must have one (1) year of specialized experience equivalent to at least the GS-09 grade level or higher in the normal line of progression for the occupation in the organization. Specialized experience is defined as experience that has equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. Example of experience would typically include, but are not limited to: Knowledge of a complex field of laws, regulations and Federal legislation pertaining to the full range of Veterans benefits A comprehensive and thorough knowledge of state, federal and local benefit programs The ability to explain benefit programs both orally and in writing, to individuals of all educational backgrounds Served as a teacher or instructor, in on-the-job supervision or instruction of subordinates or fellow workers, or in work involving application of the principles, practices Techniques of the occupation or subject-matter field of the position to be filled. OR Education Substitution: Applicants may substitute education for the experience required to qualify at the GS-11 grade level. Education substitution of a Ph. D or equivalent doctoral degree (You must provide transcripts); OR Three full years of progressively higher-level graduate education leading to such a degree or LL.M, if related. (You must provide transcripts) 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 normally involves mental rather than physical exertion. The work is mostly sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; and carrying of light items, such as papers or books. 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/.
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