[Hiring] Veterans Service Representative @San Juan Regional Benefit Office

Role Description

This position is located in the Department of Veterans Affairs, San Juan Regional Office (RO), Military Sexual Trauma (MST) Operations Center, which is a remote Veterans Service Center.

The 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 Veterans Service Representatives (VSRs), 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.

• 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.
• 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.
• 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.

Qualifications

• To qualify for this position, applicants must meet all requirements by the closing date of this announcement: 11/17/2026.
• 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.
• MINIMUM QUALIFICATION REQUIREMENT: You may qualify based on your experience as described below:
• Specialized Experience: You must have at least one (1) year of specialized experience equivalent to the GS-11 grade level or higher in the Federal Service.

Requirements

• 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.
• 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.
• Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations.
• Full-time employment is considered to be at least 35 hours per week.
• The work normally involves mental rather than physical exertion.

Benefits

• Full time. Regular office hours, Monday - Friday, 8:00 AM - 4:30 PM.
• Compressed/Flexible: May be available, at management's discretion.
• Telework: Not Applicable.
• Relocation/Recruitment Incentives: Not Authorized.
• Financial Disclosure Report: Not required.
• Salary: The salary range indicated in this announcement reflects the 2026 "Rest of US" Pay table.