Job description

Le'Fant is seeking an experienced quality lead to support the VBA Pension Program.

This is a fully remote position.

The successful candidate will identify quantitative metrics for each Service Level Agreement (SLA) in order to meet the thresholds established by the VA for the Pension Optimization Initiative (POI) program. The candidate will also track performance data and maintain trend analysis to identify threshold variances, anomalies, patterns and areas for improvement for all stages of pension claim processing. In addition, the candidate will be expected to provide oral and written discussions of analytical findings using narrative and graphic forms.

The candidate will define the triggers for measuring quality levels based on business objectives for pension claims automation, and converting those into specific performance requirements that must be captured and recorded. The candidate will be expected to review results from the test environment, evaluate those results and present them for review and concurrence. The candidate will be engaged with leading, collecting and auditing the SLAs from Production. This will include anomalies and errors that require immediate intervention and transactions off-ramped where processing automation rules dictate that course of action. Ultimately, this candidate will be responsible for presenting the SLAs and pension claims processing metrics on a weekly basis and working with the development and DevOps to isolate areas that fail the quality thresholds established by the VA.

The candidate will lead a team to support all stages of processing pension claims for veterans and their dependents including claims development, rating, off-ramps and completion to award status. The candidate will support processes that track pension claims from end-to-end – intake to final decision. The candidate will interface with limited VA client stakeholders, and is expected to document and resolve any issues that arise. The candidate will lead the effort to modernize the predominately manual process through automation using commercially available tools and features.

Duties and responsibilities will include, but are not limited to:

• Working closely with the business process analysts and architects to develop quantitative definitions for each of the SLA metric to be monitored
• Leading the implementation and collection for SLA and key pension claim metrics through a software development team that will be using agile practices for complex software projects;
• Reviewing and identifying the SLA and pension claim final decision states from multiple process automation runs in progressive testing environments leading to Production deployment;
• Collecting, analyzing and presenting the Production SLAs and pension claims processing on a weekly basis to the VA customer through easy to understand bar charts, diagrams, and trend analysis graphs
• Identifying innovative solutions to solve complex test problems;
• Training/mentoring of team members to understand how SLA and pension claim metrics are captured and evaluated;
• Partnering with Agile Release Train to plan for new functionality, resolve defects, and incorporate error injection test methodologies;
• Leading improvements to the Automation test framework for the organization to accurately account for specific SLA and other pension claim metrics.

Minimum Requirements:

• Bachelor’s Degree in business related field, engineering, or a related scientific or technical discipline with at least 8+ years of experience
• 8+ years of progressive experience with managing quality metrics to support program compliance where service level agreements or service level requires exist
• 4+ years analyzing program metrics to decompose areas where thresholds are not being met in order to recommend program improvement
• 4+ years working in software development environment with direct hands-on experience defining specific quality metrics for implementation and presentation of findings for customer review
• 4+ years’ experience in supporting the validation of quality metrics from progressive testing environments that must meet threshold requirements before application / COTS software can be deployed to Production
• 3+ years’ experience integrated into an agile development team environment
• At least 2+ years of calculating and presenting SLA / SLR scores for a program
• Most recent experience must demonstrate at least 2 years of automation of business processes in the conversion of manual processes and may include any combination of artificial intelligence / machine learning, natural language processing, and/or efforts utilizing optical character recognition
• Experienced with elevating defects into defect management tracking tool;
• Excellent written and verbal communication and teamwork skills.

Desired Qualifications:

• Previous Department of Veterans Affairs experience
• Active VA access including assigned CAG and PIV

EEO Statement:

It has been and will continue to be a fundamental philosophy and policy of Le’fant not to discriminate on the basis of race, color, religion, sex, gender, sexual orientation, sexual gender, gender identity or expression, pregnancy, parental status, marital status, citizenship, national origin, age, disability, genetic information, military status, veteran status or any other protected category with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
As directed by Executive Order 14042: Ensuring Adequate COVID Safety Protocols for Federal Contractors, effective November 22, 2021, Le’Fant will require all newly hired employees to be fully vaccinated before their start date.

Work Location: Remote

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