This position is located in a Department of Veterans Affairs, RO (VARO), Veterans Service Center (VSC) and Benefits Eligibility Support Team (BEST). The AQRS is an integral part of the VSC/BEST quality assurance program and is a key technical adviser to the Veterans Service Representatives (VSRs), in the RO. 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.
Summary
This position is located in a Department of Veterans Affairs, RO (VARO), Veterans Service Center (VSC) and Benefits Eligibility Support Team (BEST). The AQRS is an integral part of the VSC/BEST quality assurance program and is a key technical adviser to the Veterans Service Representatives (VSRs), in the RO. 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.
This vacancy announcement is open ONLY to current, permanent Winston-Salem, NC, VBA Regional Office employees and current/former VA employees who are CTAP eligible. For this job announcement, Fiduciary Hub bargaining unit employees in the commuting area are considered facility employees.
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: None, the full performance level of this position is GS-12.
Work Schedule: Monday - Friday 8:00 am - 4:30 pm Compressed/Flexible: Available Telework: Available Virtual: This is not a virtual position. Position Description/PD#: Veterans Service Representative (AQRS) GS-12: 37136A Relocation/Recruitment Incentives: Not Authorized. Financial Disclosure Report: Not required. Bargaining Unit: Yes
As a condition of employment for accepting this position, you may be required to serve a 1-year probationary period or trial period during which we will evaluate your fitness & 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 or trial 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
Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements I-9 Acceptable Documents.
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:07/10/2026.
TIME-IN-GRADE REQUIREMENT: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements.
For a GS-12 position you must have served 52 weeks at the GS-11.
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.
Specialized Experience: One (1) year of Specialized Experience equivalent to at least the next lower grade level GS-11. Specialized experience is defined as: work that involves functioning in either 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 include but are not limited to: 1) Conducting focused evaluations and reviews to determine authorization quality and accuracy, 2) Providing advisory services to management via preparation and presentation of quality trend information, 3) Developing training strategies and materials to address deficiencies and/or conducting training activities, 4) Analyzing performance deficiencies and quality trends to identify knowledge/skill gaps, 5) Providing quality-review services, feedback, and guidance to staff in order to correct unsatisfactory performance.
There is no education substitution for the GS-12 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 such as papers, books, claims folders, and files from one desk to another or for returning to storage. Carts are utilized to carry large number of claim folders. This will require the incumbent to push or pull the cart from one area to another.
There is no educational substitution at this grade level.
Additional information
VA supports the use of telework as a way to help attract and retain talented 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 http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
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 VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
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 Procedures for Requesting a Reasonable Accommodation for Online Assessments. (https://appsupport.usastaffing.gov/hc/en-us/sections/28980686389652-Reasonable-Accommodation-Information).
If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
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. Opens in a new windowLearn more about federal benefits.
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.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.
You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.
You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
Attention to Detail
Decision Making
Flexibility
Integrity/Honesty
Interpersonal Skills
Learning
Reading Comprehension
Reasoning
Self-Management
Stress Tolerance
Teamwork
Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration.
To preview the application questionnaire, click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/12987143
Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.
Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.
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. Opens in a new windowLearn more about federal benefits.
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.
To apply for this position, you must provide a complete Application Package to include the documents detailed below. Failure to submit the required documents may result in your application being considered incomplete and you being deemed ineligible. It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. We will not request additional documentation or accept late or missing documents after the announcement has closed.
Resume, limited to 2-pages, detailing specialized experience and competencies as they relate to this position.
For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications.
Your most recent (NOT AN AWARD OR GENERAL ADJUSTMENT) SF-50. The SF-50 must indicate proof of status and should identify your position title, series, grade, step, salary, tenure and type of service (Competitive or Excepted).
Your SF-50 reflecting when you entered your highest grade (e.g. Promotion, Appointment, etc.) in order to verify time-in-grade requirements.
Transcript if you are using education to qualify.
Your transcript must show coursework and the total number of credits earned to include graduation date and degree. A diploma is NOT sufficient to determine qualifications.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
Most recent Performance Appraisal (VA Form 0750)
Award SF-50s
CTAP documentation - RIF notice, SF-50 showing VA employee, and performance appraisal
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
Most recent SF-50 if you are a current or former Federal employee
An SF-50 showing 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
Award and General Adjustment SF-50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of appropriate SF-50's include:
Within grade increases at the highest grade held; or
Promotions with an effective date more than one year old; or
SF-50's at the highest grade held with an effective date more than one year old.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section.
To receive consideration, the complete application package must be submitted by 11:59 p.m. (EST) on 07/10/2026 or 11:59 p.m. (EST) on the day the applicant count limit is reached, whichever comes first. It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
The complete application package must be submitted by 11:59 p.m. (EST) on 07/10/2026 to receive consideration. It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
The application process is as follows:
Click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date.
If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
Set aside about two (2) hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.
To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.
To view the announcement status or your application status: Visit https://www.usajobs.gov/Help/howto/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.
Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed.
Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement.
Helpful Hints for Creating a Two-Page Resume:
Prioritize most relevant and recent experience
Use concise, results focused language
Align language from the job announcement
Focus on demonstrating skills and competencies
Remove outdated or unrelated experience
Use the USAJOBS resume builder
Additional guidance on this new requirement and resume building tools can be found at:
Winston-Salem Regional Benefit Office
Federal Building, 251N. Main St
Winston-Salem, NC 27155
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
Referred applicants may be contacted at any time during the hiring process. Please check all forms of communication (including email, voicemail, and spam folders), based on the contact information provided with your application, regularly to ensure you don't miss any updates. Failure to respond to communications may result in you being disqualified from consideration. You will receive a final notification of results once a decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must provide a complete Application Package to include the documents detailed below. Failure to submit the required documents may result in your application being considered incomplete and you being deemed ineligible. It is your responsibility to ensure your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. We will not request additional documentation or accept late or missing documents after the announcement has closed.
Resume, limited to 2-pages, detailing specialized experience and competencies as they relate to this position.
For each position in your resume, you must specify the start and end dates (month/year) and a description of duties. If the position was Federal, you should also indicate the grade level. Resumes containing a general summary of all positions held, not specifying start/end dates, and/or not including documentation supporting Federal grade level(s) are insufficient to determine basic qualifications.
Your most recent (NOT AN AWARD OR GENERAL ADJUSTMENT) SF-50. The SF-50 must indicate proof of status and should identify your position title, series, grade, step, salary, tenure and type of service (Competitive or Excepted).
Your SF-50 reflecting when you entered your highest grade (e.g. Promotion, Appointment, etc.) in order to verify time-in-grade requirements.
Transcript if you are using education to qualify.
Your transcript must show coursework and the total number of credits earned to include graduation date and degree. A diploma is NOT sufficient to determine qualifications.
The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information.
Most recent Performance Appraisal (VA Form 0750)
Award SF-50s
CTAP documentation - RIF notice, SF-50 showing VA employee, and performance appraisal
SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility):
Most recent SF-50 if you are a current or former Federal employee
An SF-50 showing 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
Award and General Adjustment SF-50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of appropriate SF-50's include:
Within grade increases at the highest grade held; or
Promotions with an effective date more than one year old; or
SF-50's at the highest grade held with an effective date more than one year old.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section.
To receive consideration, the complete application package must be submitted by 11:59 p.m. (EST) on 07/10/2026 or 11:59 p.m. (EST) on the day the applicant count limit is reached, whichever comes first. It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
The complete application package must be submitted by 11:59 p.m. (EST) on 07/10/2026 to receive consideration. It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
The application process is as follows:
Click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation.
Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date.
If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
Set aside about two (2) hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.
To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.
To view the announcement status or your application status: Visit https://www.usajobs.gov/Help/howto/application/status/. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.
Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed.
Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement.
Helpful Hints for Creating a Two-Page Resume:
Prioritize most relevant and recent experience
Use concise, results focused language
Align language from the job announcement
Focus on demonstrating skills and competencies
Remove outdated or unrelated experience
Use the USAJOBS resume builder
Additional guidance on this new requirement and resume building tools can be found at:
Winston-Salem Regional Benefit Office
Federal Building, 251N. Main St
Winston-Salem, NC 27155
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
Referred applicants may be contacted at any time during the hiring process. Please check all forms of communication (including email, voicemail, and spam folders), based on the contact information provided with your application, regularly to ensure you don't miss any updates. Failure to respond to communications may result in you being disqualified from consideration. You will receive a final notification of results once a decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
