Veterans Service Representative

Veterans Benefits Administration • Nashville, TN

2d • Onsite

About The Position

This position is located at the Nashville Regional Office Veterans Service Center and Benefit Eligibility Support Team. The Authorization Quality Review Specialist supports the quality assurance program and serves as a technical adviser to Veterans Service Representatives. The position measures individual performance quality and identifies training needs by reviewing and assessing completed compensation and pension claims.

The role performs scheduled individual quality reviews, as well as focused in-process reviews for station-level feedback and improvement. It evaluates claims from evidence development through income and dependency issues, award processing, and authorization; documents results in online STAR checklists; explains errors and flags matters requiring attention; and prepares STAR data reports for authorized regional-office personnel. The position also shares quality trends with management and VSRs, develops quality-assurance processes and work procedures for unique conditions, and ensures applicable program requirements are met or implemented.

The position is full time, Monday through Friday, 8:00 a.m. to 4:30 p.m. It is based at the official duty station and is eligible only for situational, case-by-case telework with supervisory approval; routine or recurring telework is not authorized. The selectee must attend an eight-week training session, which may require travel. The role has no promotion potential.

Requirements

• For GS-12, one year of specialized experience equivalent to at least GS-11 in training, analyst, or information-systems duties related to a claims management process.
• Specialized experience may include conducting authorization-quality evaluations; advising management through quality-trend reports or presentations; developing training strategies or materials or conducting training; analyzing performance deficiencies and trends to identify skill gaps; and providing staff with quality-review feedback and guidance.
• Current federal GS employees must meet time-in-grade requirements; for GS-12, 52 weeks at GS-11. An SF-50 demonstrating eligibility is required.
• U.S. citizenship is required.
• Selective Service registration is required for males born after December 31, 1959.
• A probationary or trial period may be required; the announcement specifies a one-year probationary period for accepting the position.
• Subject to a background/security investigation.
• Must attend an eight-week training session, which may require travel.
• Must complete online onboarding and provide acceptable employment-verification identification; from May 7, 2025, non-REAL-ID-compliant driver's licenses or state-issued identification cards are not acceptable for this purpose.
• The work is mostly sedentary and normally involves mental rather than physical exertion; some walking, standing, and carrying light items may occur.

Responsibilities

• Conduct 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 and VSRs during training sessions.
• Review products and activities, assess performance quality, and enter results into online STAR checklists.
• Evaluate claims for deficiencies across evidence development, income and dependency issues, award processing, and authorization.
• Explain errors and add comments where attention is warranted.
• Prepare STAR data reports for authorized regional-office personnel.
• Develop quality-assurance processes, work procedures, and techniques addressing 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