Veterans Service Representative (AQRS).
About the role
This position is in the Department of Veterans Affairs, Veterans Service Center. The Authorization Quality Review Specialist is an integral part of the VSC quality assurance program and a key technical adviser to the Veterans Service Representatives (VSRs) in the Regional Office. The purpose of this role is to measure individual performance quality and identify training needs through the review and assessment of completed compensation and pension claims.
Responsibilities
- Performs individual quality reviews to determine the authorization quality level of VSRs for 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 for individual performance standards).
- 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 results into the online STAR checklists.
- Evaluates and identifies deficiencies in all elements of a claim, from evidence development, income and dependency issues, to award processing and authorization, providing explanations of errors and comments where attention is warranted.
- Prepares STAR data reports and provides them to authorized personnel in the regional office.
- Develops various quality assurance processes, emphasizing 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
- Must be a U.S. Citizen to apply for this job.
- Selective Service Registration is required for males born after 12/31/1959.
- Must serve a 1-year probationary period during which employment fitness and public interest advancement will be evaluated.
- Subject to background/security investigation.
- Required to attend an 8-week training session, which may require travel.
- VSR Skill Certification required at the GS-10 level.
- Must complete an online onboarding process.
- Effective May 7, 2025, non-REAL ID compliant driver’s licenses or state-issued IDs cannot be used for employment verification.
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 08/05/2026.
Time-in-Grade Requirement
- For a GS-11 position, must have served 52 weeks at the GS-09 level.
- For a GS-12 position, 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 showing time-in-grade eligibility must be submitted.
Minimum Qualification Requirements (GS-11)
May qualify based on experience and/or education:
- Specialized Experience: One year of specialized experience equivalent to at least GS-09. Specialized experience involves training, analysis, or information systems duties related to a claims management process. Examples include:
- Assisting in the development or implementation of training for claims management software.
- Supporting analysis of claims data to identify process improvements.
- Participating in information system user testing or modification for claims management.
- Providing technical advice on claim processing rules or procedures under supervision.
- Education: Ph.D. or equivalent doctoral degree, or 3 full years of progressively higher-level graduate education leading to such a degree, or LL.M., if related.
- Combination: Applicants may combine education and experience to qualify. Total percentage must equal at least 100%.
Minimum Qualification Requirements (GS-12)
- Specialized Experience: One year of specialized experience equivalent to at least GS-11. Specialized experience involves independently leading, designing, or managing training, analytical, or information systems initiatives within a complex claims management process. Examples include:
- Independently developing and delivering advanced training modules or curricula for claims management personnel.
- Leading comprehensive analysis of claims management practices to identify system-wide improvements.
- Managing the design, testing, or deployment of information systems upgrades impacting claims management.
- Serving as primary technical advisor or subject matter expert for claims policies, systems, or analytical processes.
- Directing project teams or coordinating with cross-functional stakeholders to implement new claims management protocols or technologies.
- No education substitution for GS-12.
Volunteer experience, including work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations, is credited. Part-time experience is credited on a pro-rated basis.
Schedule
- Work Schedule: Full time, Monday through Friday, 8:00 a.m. to 4:30 p.m.
- Compressed/Flexible: Compressed schedule may be an option with approval from the division chief and agency policy.
- Telework: Eligible for situational (ad hoc) telework only. Must report to the official duty station each scheduled workday. Routine or recurring telework is not authorized.
- Virtual: This is not a virtual position.
Physical Requirements
The work is mostly sedentary, involving mental rather than physical exertion. There may be some walking, standing, and carrying of light items.
Promotion Potential
The selectee may be promoted to the full performance level (GS-12) without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.