What this means
m21-4:8.9 explains primary duties of the QRT. In plain terms, the official guidance says each member of the QRT will perform both IPRs and IQRs on at least a quarterly rotational basis. This promotes consistency in the reviews and ensures each member of the QRT is exposed to both review types on a routine basis. It also addresses the QRT, working with hub or FCC leadership and/or designee, may be involved in different aspects of training. The primary focus of this team is to provide feedback and training on error trends identified during IQRs, such as
How this may help with a claim
Use m21-4:8.9 when organizing evidence or checking VA's handling of primary duties of the QRT. Compare your application, supporting records, and notice with this source-specific point: Each member of the QRT will perform both IPRs and IQRs on at least a quarterly rotational basis. The QRT, working with hub or FCC leadership and/or designee, may be involved in different aspects of training. Save proof of submission and identify the exact condition, exception, or missing development step before requesting correction or choosing a review option.
What to review in your file
- Check the file against this official condition: IPRs (when applicable)
- Confirm that the record or notice addresses this source point: tracking improvements after corrective actions are taken
- Document how this stated step or exception applies: Each member of the QRT will perform both IPRs and IQRs on at least a quarterly rotational basis.
Important limits
m21-4:8.9 explains VA guidance for primary duties of the QRT; it does not guarantee an award or replace the statutes, regulations, binding decisions, and review instructions that control an individual claim. Conditions and exceptions still matter, including this source point: Each member of the QRT will perform both IPRs and IQRs on at least a quarterly rotational basis. While the QRT plays a pivotal role in training and reviewing quality reports, reviewing error trends, etc., hub and FCC leadership is ultimately responsible for the hub and FCC quality program.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Primary Duties of the QRT
- m21-4:8.9
- Primary Duties QRT
- Duties
- primary duties
- involvement training.
- 8.9.a. Primary Duties
- following list outlines duties
Original VA guidance
The official VA text of this section
9. Duties of the QRT
Introduction
This topic contains information on the duties of the QRT, including
- primary duties of the QRT, and
- QRT involvement in training.
Change Date
August 31, 2026
8.9.a. Primary Duties of the QRT
The following list outlines the duties to be performed by the QRTs:
- individual quality reviews (IQRs) for all Legal Instruments Examiners (LIEs), Field Examiners (FEs), Fiduciary Service Representatives (FSRs), Fiduciary Accounting Representatives (FARs), Legal Administrative Specialists (LASs), and PSs
- IPRs (when applicable)
- peer reviews of errors
- preparation and submission of the STAR program reconsideration requests
- conduct training that is
- centralized
- nationally mandated, and
- station selected
- provide mentoring, feedback, and training on quality trends, and
- special reviews identified by P&F Service.
Note: Each member of the QRT will perform both IPRs and IQRs on at least a quarterly rotational basis. This promotes consistency in the reviews and ensures each member of the QRT is exposed to both review types on a routine basis.
8.9.b. QRT Involvement in Training
The QRT, working with hub or FCC leadership and/or designee, may be involved in different aspects of training. The primary focus of this team is to provide feedback and training on error trends identified during IQRs, such as
- implementing results of feedback provided from P&F Service national error correction data
- providing specific training recommendations to the QRT supervisor for improvement based on results of quality reviews
- working in conjunction with the QRT supervisor and the local Training Manager or training coordinator to plan, direct, and conduct training
- using the QMS and Genesys data to analyze local trends that are out of compliance and recommend refresher training to QRT supervisors and the local Training Manager or training coordinator
- identifying any training gaps and providing results of such analysis to the QRT supervisor or the local Training Manager or training coordinator with recommended refresher training
- providing feedback and training on national quality findings to hub or FCC employees
- informing the QRT supervisor about significant changes to an employee’s quality
- tracking improvements after corrective actions are taken
- discussing error trends in regular QRT meetings as well as the results of error correction data used to identify weaknesses
- distributing all error correction data to all hub or FCC employees
- using the STAR program and local results to identify recurring issues at the individual, team, hub, or FCC level that may require additional training
- conducting quality meetings with hub or FCC leadership as needed, and providing training to hub FSRs, LIEs, FARs, FEs, and LASs as applicable, and
- working with hub or FCC leadership and the local Training Manager or training coordinator in establishing a mentoring program for new employees with an emphasis on quality and consistency.
Important: While the QRT plays a pivotal role in training and reviewing quality reports, reviewing error trends, etc., hub and FCC leadership is ultimately responsible for the hub and FCC quality program.