Veterans Service Representative (AQRS)

Veterans Benefits Administration; Phoenix (AZ); On-site; USD 72,000 - 95,000; Full time

Job summary

The Veterans Benefits Administration in Phoenix administers a Regional Office program for Veterans Service Center (VSC) and BEST quality assurance. The Authorization Quality Review Specialist measures individual performance quality and identifies training needs through review of completed compensation and pension claims.

The position requires demonstrating specialized experience at GS-11 level or higher and performing training, analyst or information systems duties within the claims process.

Qualifications

• Specialized Experience: one year of experience at GS-11 or higher in training, analyst or information systems duties of a claims management process.
• Ability to conduct focused evaluations and reviews to determine authorization quality and accuracy.
• Ability to provide advisory services to management via quality trend information.
• Ability to develop training strategies and materials to address deficiencies.
• Ability to analyze performance deficiencies and quality trends to identify knowledge/skill gaps.
• Ability to provide quality-review services, feedback, and guidance to staff to improve performance.

Responsibilities

• Conduct focused evaluations and reviews to determine authorization quality and accuracy.
• Provide advisory services to management via preparation and presentation of quality trend information.
• Develop training strategies and materials to address deficiencies and/or conduct training activities.
• Analyze performance deficiencies and quality trends to identify knowledge/skill gaps.
• Provide quality-review services, feedback, and guidance to staff to correct unsatisfactory performance.

Job description

This position is located in a Department of Veterans Affairs Regional Office, Veterans Service Center (VSC) and BEST. The Authorization Quality Review Specialist is an integral part of the VSC and BEST quality assurance program and is a key technical adviser to the Veterans Service Representatives (VSRs). 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.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement:09/25/2026.

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.

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 REQUIREMENT:

You may qualify based on your experience 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.

• 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

Most work is generally performed under common business office conditions at an office, or other approved site. The work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, or commercial vehicles. The work area is lit, heated, and ventilated.

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/.