Veterans Service Representative (AQRS).

Veterans Benefits Administration; Albuquerque (NM); On-site; USD 75,000 - 110,000; Full time

Job summary

Veterans Benefits Administration in Albuquerque, NM is seeking a Veterans Service Representative (AQRS) to analyze claims, gather evidence, conduct interviews, and adjudicate decisions while informing veterans of the award and rationale. The role emphasizes quality assurance, data reporting, and adherence to program requirements.

The position is full-time, 8:00 AM to 4:30 PM, with situational telework possible and no routine telework.

Qualifications

• One year of specialized experience at the GS-11 level or higher.
• Experience conducting focused evaluations to determine authorization quality.
• Ability to prepare quality-trend information and present to management.
• Knowledge of QA processes and training materials development.

Responsibilities

• Perform focused quality reviews to assess authorization quality and accuracy.
• Share authorization quality trend information with management and staff.
• Review products to evaluate performance and enter results in STAR checks.
• Develop QA processes addressing unique work conditions and practices.
• Ensure compliance with program requirements from VA organizations.
• Prepare STAR data reports for regional office use.

Skills

Quality reviews

Training development

Advisory to management

Performance analysis

Job description

Duties

The Veterans Service Representative (AQRS) Works As An Employee In The Veterans Service Center (VSC). The VSR Explains Benefit Programs And Entitlement Criteria, Analyzes Claims Materials, Identifies Issues, Gathers Relevant Evidence, Conducts Interviews, Adjudicates Claims, And Inputs Data Necessary To Generate The Award And Notification Letter To The Veteran Describing The Decision And The Reason For It. Specifically, The AQRS Will

• 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 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:

Position is at the Full-Performance Level.

Work Schedule

Full time, Monday through Friday; 8:00 AM - 4:30 PM

Compressed/Flexible:

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:

No

Requirements

Conditions of employment

Required

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the Agency; whether your continued employment would advance organizational goals of the Agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Additional Conditions Of Employment Are As Follows

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary or trial period
• 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
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:11/02/2026.

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 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-13

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 and/or education as described below:

GS-12 Grade Level

Specialized Experience:

You must have one year of specialized experience equivalent to the GS-11 level or higher. Specialized Experience is defined as work that involves functioning in either a capacity performing training, analyst or information systems duties of a claims management process. The experience should be substantive and relevant and may have been gained in the federal, military, or private sector.

Examples Of Experience 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 in order to correct unsatisfactory performance.

There is no education substitution at the GS-12 grade level.

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

Education

There is no education substitution at the GS-12 grade level.

Additional information

VA supports the use of telework as a way to help attract and retain individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about CTAP eligibility is on OPM's Career Transition Resources website at

Placement Policy:

The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

Veterans and Transitioning Service Members

Please visit the

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP),

Reasonable Accommodation (RA) Requests:

If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the

For more information on the "Who may apply" eligibility requirements, please refer to the

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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 that are designed to make your federal career very rewarding.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.