Quality Review Specialist
WHAT DOES A QUALITY REVIEW SPECIALIST DO? As a Quality Review Specialist you will be responsible for reviewing and assessing product line services and monitoring calls and reviewing closed case work to assess the accuracy and completion of the service provided to the taxpayer. The specialist provides technical assessment of the call or work reviewed by rating key attributes developed by the Embedded Quality Core team such as customer accuracy, procedural accuracy, customer satisfaction, timeliness and regulatory adherence. The incumbent will participate in problem identification, and issue resolution evaluating quality review data using data collection and analysis to make recommendations for improvement. As a Quality Review Specialist you will:
Develop/assist in formulating propose changes to current processes; prepare documents, technical material, and other guidance to implement procedures. Review legislative and program proposals/changes to determine impact on the call site. Evaluate current procedures and propose appropriate action, which may include policy revisions. Use quality monitoring information, as well as local diagnostic reports, to assess quality and to identify trends affecting quality, which may indicate training needs, procedural problems or other areas needing emphasis. Develop and prepare written or oral reports summarizing activities, identifying quality problem areas and recommending solutions for improvements. Monitor and review customer inquiries via contact recording or remote monitoring on the various product lines within operations. Complete DCIs on the National Quality Review System (NQRS) and/or Embedded Quality Review System (EQRS) based upon the monitoring of customer inquiries on the Accounts Phones General SPRG. Review records input to the NQRS (National Quality Review System).WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov You must meet the following requirements by the closing date of this announcement. 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)). 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 You may substitute education for specialized experience as follows:
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.You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.- The experience may have been gained in the public sector, private sector or 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/year, and indicate number of hours worked per week, on your resume.
Estimated Salary: $20 to $28 per hour based on qualifications.
Develop/assist in formulating propose changes to current processes; prepare documents, technical material, and other guidance to implement procedures. Review legislative and program proposals/changes to determine impact on the call site. Evaluate current procedures and propose appropriate action, which may include policy revisions. Use quality monitoring information, as well as local diagnostic reports, to assess quality and to identify trends affecting quality, which may indicate training needs, procedural problems or other areas needing emphasis. Develop and prepare written or oral reports summarizing activities, identifying quality problem areas and recommending solutions for improvements. Monitor and review customer inquiries via contact recording or remote monitoring on the various product lines within operations. Complete DCIs on the National Quality Review System (NQRS) and/or Embedded Quality Review System (EQRS) based upon the monitoring of customer inquiries on the Accounts Phones General SPRG. Review records input to the NQRS (National Quality Review System).WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov You must meet the following requirements by the closing date of this announcement. 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)). 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 You may substitute education for specialized experience as follows:
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.You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions.- The experience may have been gained in the public sector, private sector or 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/year, and indicate number of hours worked per week, on your resume.
- Department:
0501 Financial Administration And Program - Salary Range:
$65,235 to $90,451 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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