Veterans Service Representative (AQRS).

Responsibilities

• Performs individual quality reviews to determine the authorization quality level of individual Veterans Service Representatives (VSRs) for purposes of individual performance standards in accordance with an established monthly schedule.
• Conducts focused "in-process reviews" for cases to determine the accuracy of claims action taken (for station-level feedback and improvement only, not used for individual performance standard purposes).
• Shares authorization quality trend information with management on an ongoing basis and with VSRs during training sessions.
• Reviews products or activities for quality of performance and enters the results into the online STAR checklists.
• Evaluates and identifies deficiencies of all elements of a claim, from evidence development, income and dependency issues, to award processing and authorization; provides explanations of errors and includes comments where attention is warranted.
• Prepares STAR data reports and provides them to authorized personnel in the regional office.
• Develops various quality assurance processes with emphasis on work procedures and techniques that address unique work conditions and practices.
• Ensures all program requirements imposed by Compensation Service, Pension and Fiduciary Service, and the Court of Appeals for Veterans Claims are met or implemented.

Requirements

To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 07/31/2026.

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. For a GS-12 position, you must have served 52 weeks at the GS-11 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.

Specialized Experience

One year of specialized experience equivalent to at least the next lower grade level (GS-11). Specialized experience is defined as work involving training, analyst, or information systems duties of a claims management process. Examples include:

• Conducting focused evaluations and reviews to determine authorization quality and accuracy.
• Providing advisory services to management via preparation and presentation of quality trend information.
• Developing training strategies and materials to address deficiencies and/or conducting training activities.
• Analyzing performance deficiencies and quality trends to identify knowledge/skill gaps.
• Providing quality-review services, feedback, and guidance to staff to correct unsatisfactory performance.

There is no education substitution for the GS-12 level.

Additional Conditions of Employment

• Must be a U.S. Citizen.
• Selective Service Registration is required for males born after 12/31/1959.
• May be required to serve a probationary or trial period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Must provide acceptable forms of identification for pre-employment requirements.
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be used for employment.
• As a condition of employment, may be required to serve a 1-year probationary or trial period during which fitness and whether continued employment advances the public interest will be evaluated.

Qualifications

Volunteer experience, including work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social), will be considered. You will receive credit for all qualifying experience, including volunteer experience.

Full-time employment is considered to be at least 35 hours per week. Part-time experience will be credited on a pro-rated basis.

Physical Requirements

The work normally involves mental rather than physical exertion and is mostly sedentary. However, there may be some walking, standing, and carrying of light items such as papers, books, claims folders, and files. Carts are utilized to carry large numbers of claim folders, requiring the incumbent to push or pull the cart from one area to another.

Schedule

• Work Schedule: Monday - Friday, 8:00 AM - 4:30 PM.
• Compressed/Flexible: Available.
• Telework: Eligible for situational (ad hoc) telework only. The selectee is required to report to the official duty station each scheduled workday. Telework may be approved only on a case-by-case basis with supervisory approval. Routine or recurring telework is not authorized.
• Virtual: This is not a virtual position.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits designed to make your federal career rewarding. Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent.