Quality Review Specialist

Summary

WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions 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

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. 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. Works closely with the CQRS management and analysts and develops communication with appropriate field personnel in order to address issues that impact the call site/campus/TAC and Business Unit customers, such as establishing procedures for inclusion in the Probe and Response Guide, ITLA and IRM. 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. Develops innovative ideas to promote quality within the Business Units. Briefs the CQRS Manager on tax law and procedural topics that need special attention based on identified trends, deficiencies, and forecasting of upcoming customer needs. Provides technical and procedural support to field operations through quality conference calls, consistency exercises and initiatives, and field assistance visitations. STANDARD POSITION DESCRIPTIONS (SPD): PD99202 and PD99201 Visit the IRS SPD Library to access the position descriptions.

Qualifications

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. You must meet the following requirements by the closing date of this announcement. 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 Programs (i.e. Individual Master File (IMF), Tax Law and Identity Theft). Experience with oral and written communications and Quality Review. Experience with Verint/Ultra/Contact Recording. Experience using the Embedded Quality Review System/National Quality Review System and writing evaluative/non-evaluative 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 Programs (i.e. Individual Master File (IMF), Tax Law and Identity Theft). Experience with oral and written communications and Quality Review. Experience with Verint/Ultra/Contact Recording. Experience using the Embedded Quality Review System/National Quality Review System and writing evaluative/non-evaluative 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 and Form 14448. 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.

Education

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).