Veterans Service Representative (AQRS)

Summary

This position is located at the New Orleans Regional Office Veterans Service Center. The Veterans Service Representative (Authorization Quality Review Specialist) is an integral part of the Veterans Service Center's quality assurance program, and is a key technical adviser to the (VSR), in the Regional Office. The purpose of this position is to measure individual performance quality as well as identify training needs through the review and assessment of completed compensation and pension claims.

Duties

Duties include, but are not limited to: - Performs individual quality reviews to determine the authorization quality level of individual 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. (Such reviews are for station-level feedback and improvement only, not used for individual performance standard purposes.) - Responsible for sharing authorization quality trend information with management on an ongoing basis and with the VSRs during training sessions. - Reviews products or activities for quality of performance and enters the results into the on-line 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 an explanation of errors and includes comments where attention is warranted. - Prepares and conducts formal training sessions; including but not limited to training for newly hired personnel, refresher training and other necessary training due to changes in procedures, regulations, or the law. - Prepares STAR data reports and provides to personnel in the regional office who are authorized to request and receive such reports. - 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 and/or the Pension and Fiduciary Service and the Court of Appeals for Veterans Claims are met or implemented. Promotion Potential: None Work Schedule: Full time, Monday through Friday 8:00am to 4:30pm Compressed/Flexible: Not Available Telework: This position is 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 for this position. Virtual: This is not a virtual position. Position Description/PD#: Veterans Service Representative (AQRS)/37136A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Bargaining Unit: Yes

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:09/30/2026. 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-12 position you must have served 52 weeks at the GS-11 level. If you are a current VBA employee requesting a reassignment or change to lower grade via this vacancy announcement, you must currently hold the GS- 12 (or higher) and the promotion potential of your current position must be at least GS-12. 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. MINIMUM QUALIFICATION REQUIREMENTS: You may qualify based on your experience as described below: GS-12 Grade Level: Specialized Experience: Applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-11). Specialized Experience is defined as work that involves functioning in either a capacity performing training, analyst or information systems duties pertaining to a claims management process.The experience should be substantive and relevant and may have been gained in the federal, military, or private sector. Examples include but are not limited to: - 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 in order to correct unsatisfactory performance. 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; however, there may be some walking, standing, and carrying of light items. 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/.

Education

This job does not have an education qualification requirement.