This Quality Assurance and Performance Review Policy ("Policy") is published by VA WORKS, LLC ("Consultant") and forms part of the Governing Policies referenced in the Master Service Agreement ("MSA"), the MSA Terms and Conditions (https://vaworks.com/MasterServiceAgreement), and any applicable Scope of Work Terms and Conditions (https://vaworks.com/SOWSelection). In the event of conflict, priority shall be determined in accordance with the MSA.
1. Purpose and Scope
The purpose of this Policy is to establish the framework by which Consultant monitors, evaluates, and improves the performance of its personnel while ensuring transparency and alignment with Company expectations. This Policy applies to all employees and independent contractors engaged by Consultant and assigned under any active MSA or SOW.
2. Quality Assurance Standards
Consultant maintains quality assurance standards designed to ensure that services are delivered with accuracy, timeliness, professionalism, and in accordance with the instructions provided by Company and the policies of Consultant. Performance is evaluated through activity monitoring, management oversight, and periodic assessments. Reports or evaluations may, at Consultant's discretion, be shared with Company in order to maintain alignment and transparency.
3. Performance Reviews
Formal performance reviews are conducted by Consultant at regular intervals, generally every six (6) months, unless otherwise required by the applicable SOW. These reviews assess the strengths, weaknesses, and overall alignment of personnel with the objectives of the engagement. Company feedback may be taken into account as part of this process, although final determinations regarding evaluation and resulting actions rest exclusively with Consultant.
4. Pay Raises
Pay raises for personnel engaged under this Policy are not automatic and are granted solely at Consultant's discretion. No personnel shall be eligible for consideration of a pay raise until they have completed a minimum of nine (9) months of continuous service with Consultant. Any pay raise thereafter must be supported by documented performance reviews demonstrating consistent reliability, improvement, and value contribution to the engagement. The only exception to this nine-month eligibility requirement arises where a team member undergoes a job change or position change that justifies an adjustment in compensation. In such cases, Consultant may modify compensation to reflect the revised role and responsibilities. Consultant retains exclusive authority to determine whether a pay raise is warranted, and no recommendation or request by Company shall obligate Consultant to grant a pay raise.
5. Company Feedback and Requests
Company remains responsible for providing accurate and constructive feedback regarding the services rendered by Consultant's personnel, and may request removal, replacement, or reassignment of a team member in accordance with the applicable SOW.
6. Policy Review
This Policy shall be reviewed annually by Consultant, or more frequently if required by law, regulation, or operational necessity, to ensure its continued effectiveness and compliance with the governing documents.