Quality Review Specialist (Bilingual Spanish)

Internal Revenue Service•Chamblee, GA

About The Position

The Quality Review Specialist works in Taxpayer Services, within the Non Service Center Joint Operations Center, Centralized Quality Review Systems, Review Section 3. The role supports changes to processes and procedures, evaluates the effects of legislative and program changes on service locations and taxpayer service, and measures the accuracy of customer service provided by Business Units. The position uses quality-monitoring reports to identify trends and potential training needs, procedural problems, and other areas requiring attention. It also prepares reports that describe activities, identify quality issues, and recommend improvements. The position requires proficiency in speaking, reading, and writing both English and Spanish; applicants may be tested during hiring.

Requirements

For GS-9, one year of specialized experience equivalent to GS-7, or qualifying graduate education, or a combination of experience and education. Specialized experience includes work with the Automated Collection System (ACS) telephone program, Individual Master File (IMF), and Business Master File (BMF); ACS, IDRS, AMS, SERP, IAT tools, EUP, and IRM 5.19; written communication for summaries, reports, or quality-review feedback; computer applications such as Excel, Word, and PowerPoint; and Contact Recording.
For GS-11, one year of specialized experience equivalent to GS-9, or qualifying doctoral-level education, or a combination of experience and education. Specialized experience includes work with the ACS telephone program, IMF, and BMF; ACS, IDRS, AMS, SERP, IAT tools, and IRM 21 and 5.19; written communication for summaries, reports, or quality-review feedback; computer applications such as Excel, Word, and PowerPoint; Contact Recording; EQRS/NQRS reviews; and the rebuttal process.
Demonstrate proficiency in speaking, reading, and writing both English and Spanish; proficiency may be tested during hiring.
Meet applicable time-in-grade requirements for positions above GS-5.
Current civilian employees must meet the time-after-competitive-appointment requirement: at least 90 days of federal civilian service since their latest qualifying non-temporary competitive appointment, by the applicable announcement deadline.
A person subject to a probationary period must complete any remaining probationary period if transferred, promoted, demoted, or reassigned before completing it.
Any education used to meet qualification requirements must generally be from an accredited or pre-accredited institution recognized by the U.S. Department of Education. Foreign education must be shown to be equivalent to U.S. education.

Responsibilities

Develop or assist in formulating proposed changes to current processes, and prepare draft documents, technical materials, and guidance to implement or coordinate new or updated procedures.
Review legislative and program proposals or changes to determine their impact on call sites, campuses, Taxpayer Assistance Centers, and taxpayer service quality.
Evaluate current procedures and policy and propose appropriate actions, including draft Probe and Response Guide, Interactive Tax Law Assistant (ITLA), and IRM revisions.
Work with CQRS management and analysts and communicate with field personnel to address issues affecting service locations and Business Unit customers, including establishing procedures for the Probe and Response Guide, ITLA, and IRM.
Measure the accuracy of customer service provided by Business Units.
Use National Quality Review System (NQRS) reports to assess quality and identify trends that may indicate training needs, procedural problems, or other areas needing emphasis.
Prepare written or oral reports summarizing activities, identifying quality problem areas, and recommending improvements.