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Legal Administrative Specialist (Cont Rep) - Quality Review Specialist (Qrs)

Veterans Benefits Administration | United States

Posted Date 4/04/2023
Description This remote position is for the Department of Veterans Affairs, Veterans Benefits Administration and is located at the Department of Veterans Affairs, Regional Office (VARO), Columbia SC, Regional National Call Center (RNCC). The Quality Review Specialist (QRS) purpose is to measure the individual performance quality of Legal Administrative Specialist (LAS) and identify training needs through the review and assessment of completed phone calls and correspondence.
  • Performs accurate and timely quality reviews for individual PCRs in accordance with an established monthly schedule.
  • Tracks and analyzes all silent monitoring (phone) and AVA quality exceptions for the station and for individuals, to include exceptions called by Office of Transition and Economic Development (OTED).
  • Reviews products or activities for quality of performance and enters the results into the online CALABRIO system or its successor and AVA checklists.
  • Evaluates and identifies deficiencies of all elements of a phone calls and IRIS response as it relates to the claims process.
  • Reviews existing procedures and directives to detect contradictory instructions and deficiencies.
  • Recommends corrective action when deficiencies are noted.
  • Utilizes OTED Quality Client Services review results and identified trends to recommend training for PCRs.
  • Serves as a technical advisor to NCC/AVA management and team leaders. Performs in-depth research, analyzes operating contingencies and special situations.
  • Performs quality reviews and develops local operating procedures for the team to supplement regulations and directives as needed.
  • Monitors qualitative and quantitative measurements to identify quality program trends.

Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

Work Schedule: Full-time; 8:00 a.m. - 4:30 p.m., Monday - Friday. Subject to change to meet the needs of the agency.
Compressed/Flexible: Available - subject to approved from the agency
Telework: Available - subject to approved from the agency
Virtual: This is a remote position
Position Description/PD#: GS-11: 37371A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not requiredTo qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/24/2023.

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 by the closing date of this announcement.

For a GS-11 position you must have served 52 weeks at the GS-09.
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. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You must qualify based on your experience and/or education as described below:
  • Specialized Experience: One year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Experience in providing guidance and leadership; Experience in providing customer service through call center; Experience assessing problems, complaints, and resolving them in a professional manner or referring them to the appropriate source; Work that involves leading or performing administrative work concerning benefits, claims, or service available to the public.
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.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

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/
Opportunity Type
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