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 - JOC CQRS Section 4 This job (or announcement) is open to current permanent IRS competitive service employees in Taxpayer Services. 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. Evaluates current procedures and policy, proposes appropriate action, which may include providing draft Probe and Response Guide, Interactive Tax Law Assistant (ITLA), and IRM revisions. 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 and prepares written or oral reports summarizing activities, identifying quality problem areas, and recommending solutions for improvements. STANDARD POSITION DESCRIPTIONS (SPD): PD99201 and PD99202 Visit the IRS SPD Library to access the position descriptions. Requirements

Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position. Government Credit Card - Obtain and use a Government-issued charge card for business-related travel. ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION 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. AND You must also meet the following requirement(s): 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). How You Will Be Evaluated

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evaluated further. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Attention to Detail Oral Communication Problem Solving Quality Assurance Technical Competence Technology Application Writing Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. Rating: Your application will be evaluated in accordance with the Service's Merit Promotion Plan. A quality group rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level groups, Superior/Best Qualified, Highly Qualified and Qualified. Referral: Eligible applicants rated in the highest quality group, may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site. Referral: Eligible applicants who apply by the initial cut-off date, and are among the highest quality group of candidates, may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site. If additional vacancies exist, remaining applicants will be considered in quality group order as needed by cut-off date. Performance Appraisal and Awards - Will not be used in determining your overall rating. Any performance appraisal/evaluation and award documentation you provide will be forwarded to the selecting official. The selecting official will review this documentation and give it due weight consideration during the overall selection process. IRS employees may obtain their most recent awards listing at https://persinfo.web.irs.gov/. If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP), you must receive a score of Highly Qualified or better to be rated as "well qualified" to receive special selection priority. Benefits

As a current employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC. Other Information

Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. Additional jobs may be filled from this announcement or any other source to fill these vacancies. Alternative work schedule, staggered work hours may be available. Salary: General Schedule (GS) Locality Pay tables may be found under Salaries & Wages. This job (or announcement) is open to current permanent IRS competitive service employees in Taxpayer Services. Full Scope Accounts Management Phones Programs - Proficient Full Scope Accounts Management International Phones - Proficient Full Scope Accounts Management Tax Law Phones- Proficient Full Scope Accounts Management IDT Phones - Proficient