Quality Review Specialist
What you'd do
WHAT IS TAXPAYER SERVICES - NON SERVICE CENTER? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Taxpayer Services - Non-Service Center 40-00 Position(s) are to be filled in following area(s): TS - Non Service Center - This job (or announcement) is open to current permanent IRS competitive service employees in Taxpayer Services business units. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
Major duties
The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Evaluates current procedures and policy, proposes appropriate action, which may include providing draft Probe and Response Guide, Interactive Tax Law Assistant (ITLA), and Internal Revenue Manual (IRM) revisions. Develops and prepares written or oral reports summarizing activities, identifying quality problem areas, and recommending solutions for improvements. Makes presentations and briefs CQRS concerning program problems, and seeks management approval and cooperation in implementing quality-enhancement activities. Develops/assists in formulating proposed changes to current processes; prepares draft documents, technical material, and other guidance in order to implement/coordinate new or updated procedures. Reviews legislative and program proposals/changes to determine impact on the call site/campus/Taxpayer Assistance Center (TAC) and the quality of service to the taxpayer. Measures the accuracy of customer service provided by the Business Units. Uses quality monitoring National Quality Review System (NQRS) reports to assess quality and to identify trends affecting quality, which may indicate training needs, procedural problems, or other areas needing emphasis. STANDARD POSITION DESCRIPTIONS (SPD): PD99201 and PD99202 Visit the IRS SPD Library to access the position descriptions.
What you need to qualify
Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume . QUALIFICATION REQUIREMENTS: To qualify for this position, you must meet the qualification requirements outlined below: SPECIALIZED EXPERIENCE: GS-9 Level: To be eligible for this position at this grade level, you must meet the requirements below. You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-07 grade level in the Federal service. Specialized experience for this position includes: Experience with Accounts Management Telephone and Paper programs (i.e. Individual Master File (IMF) and Business Master File (BMF), Account Phones International, PPS, Tax Law, Identity Theft and Paper programs); Experience with oral and written communications and Quality Review; Experience with Contact Recording (i.e. Verint/Ultra) and Correspondence platform, (i.e. Correspondence Imaging System/Correspondence Imaging Inventory [CIS/CII]); Experience using the Embedded Quality Review System/National Quality Review System and writing quality reviews based on taxpayer contacts; Experience with computer programs (i.e. Outlook, Excel & Word); Experience with Internal Programs such as IDRS, AMS, IAT and RTR; Experience using and researching ITLA, IRS Publications and IRMs. OR Master's or equivalent graduate degree if related. OR Two years of progressively higher level graduate education leading to such a degree. OR LLB or JD, if related. OR A combination of experience and education equivalent to the amount required. SPECIALIZED EXPERIENCE:GS-11 Level: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-09 grade level in the Federal service. Specialized experience for this position includes: Experience with Accounts Management Telephone and Paper programs (i.e. Individual Master File (IMF) and Business Master File (BMF), Account Phones International, PPS, Tax Law, Identity Theft and Paper programs); Experience with oral and written communications and Quality Review; Experience with Contact Recording (i.e. Verint/Ultra and Correspondence platform, (i.e. Correspondence Imaging System/Correspondence Imaging Inventory [CIS/CII])); Experience using the Embedded Quality Review System/National Quality Review System and writing quality reviews based on taxpayer contacts; Experience with computer programs (i.e. Outlook, Excel & Word); Experience with Internal Programs such as IDRS, AMS, IAT and RTR; Experience using and researching ITLA, IRS Publications and IRMs; Experience with the Rebuttal Process. OR PH.D or equivalent degree or 3 full academic years of progressively higher level graduate education leading to a degree in a related field of study from an accredited college or university. OR LLM, if related OR A combination of experience and education equivalent to the amount required AND You must also meet the following requirement(s) TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens" TIME IN GRADE (TIG): For positions above the GS-05, applicants must meet applicable time-in-grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-05, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03 or 04 positions. For more information on qualifications please refer to OPM's Qualifications Standards.
Before you apply
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