Veterans Service Representative (AQRS)

Veterans Benefits Administration • Lakewood, CO

1d • Onsite

About The Position

The Authorization Quality Review Specialist (AQRS) is an integral part of the Veterans Service Center and BEST quality assurance program and serves as a key technical adviser to Veterans Service Representatives (VSRs) in the Regional Office. The role performs scheduled individual quality reviews to determine VSR authorization quality for individual performance standards, as well as focused in-process reviews for station-level feedback and improvement. It shares quality trends with management and VSRs, evaluates claims for deficiencies across evidence development, income and dependency issues, award processing, and authorization, and records results in online STAR checklists. The AQRS also prepares STAR data reports, develops quality assurance processes suited to unique work conditions, and ensures applicable requirements from Compensation Service, Pension and Fiduciary Service, and the Court of Appeals for Veterans Claims are met or implemented.

This is a full-time position, Monday through Friday, with hours determined by the hiring office. Compressed or flexible schedules may be available as determined by the hiring office. The role is eligible for situational (ad hoc) telework only with supervisory approval; the employee must report to the official duty station each scheduled workday. Routine or recurring telework is not authorized, and the position is not virtual.

Requirements

• One year of specialized experience equivalent to at least the GS-11 level, involving training, analyst, or information systems duties within a claims management process.
• Specialized experience must be substantive and relevant; it may have been gained in federal, military, or private-sector work.
• Qualifying experience may include conducting focused evaluations and reviews to determine authorization quality and accuracy.
• Qualifying experience may include providing management advisory services through preparation and presentation of quality trend information.
• Qualifying experience may include developing training strategies and materials to address deficiencies or conducting training activities.
• Qualifying experience may include analyzing performance deficiencies and quality trends to identify knowledge or skill gaps.
• Qualifying experience may include providing quality-review services, feedback, and guidance to staff to correct unsatisfactory performance.
• Current federal employees who held a GS grade during the past 52 weeks must meet time-in-grade requirements; for GS-12, this means 52 weeks at GS-11. An SF-50 showing time-in-grade eligibility must be submitted.
• A current VBA employee outside the commuting area seeking reassignment or change to a lower grade through this announcement must currently hold GS-12 or higher, and the current position must have promotion potential of at least GS-12.
• Must be a U.S. citizen.
• Selective Service registration is required for males born after December 31, 1959.
• Must serve a one-year probationary period, subject to evaluation and written certification that continued employment advances the public interest.
• Subject to a background/security investigation.
• Selected applicants must complete online onboarding and provide acceptable identification for pre-employment I-9 requirements.
• There is no education substitution at this grade level.
• Applicants must meet all requirements by the announcement closing date of November 10, 2026.

Responsibilities

• Perform scheduled individual quality reviews to determine VSR authorization quality for individual performance standards.
• Conduct focused in-process reviews to assess the accuracy of claims actions for station-level feedback and improvement.
• Share authorization quality trend information with management on an ongoing basis and with VSRs during training sessions.
• Review products or activities for quality of performance and enter results into online STAR checklists.
• Evaluate claims and identify deficiencies in evidence development, income and dependency issues, award processing, and authorization.
• Explain identified errors and add comments where attention is warranted.
• Prepare STAR data reports and provide them to authorized regional office personnel who request and receive them.
• Develop quality assurance processes, emphasizing work procedures and techniques that address unique work conditions and practices.
• Ensure program requirements imposed by Compensation Service, Pension and Fiduciary Service, and the Court of Appeals for Veterans Claims are met or implemented.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific benefits depend on position eligibility and should be confirmed with the hiring agency.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed