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Duties

WHAT IS THE WI - Wage and Investment DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: Wage and Investment Service Centers Kansas City Accounts Management 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. Performs a variety of tasks associated with the development and implementation of a quality system for Accounts Management, Campus or in their Remote Site. This includes but is not limited to, new sampling and analytical procedures and technology base programs to address quality challenges that are new and unprecedented. Generates an Accounts Management or Compliance Quality Manual in order to maintain certification to the most current quality standards. Provides external and internal quality assurance audits of Business Unit systems. Evaluates any quality defects for cause and generates written reports to each Business Unit. Conducts and oversees internal quality assurance reviews of operations and addresses or forwards any customer questions or concerns regarding the quality of various systems utilized. Recommends corrective action including establishment of quality-related policies and procedures, as well as acceptable quality levels and statistical techniques. Determines objectives and projected workloads. Develops changes in methods, procedures and techniques to improve baseline measures. Conducts studies of employee/organizational efficiency and productivity and recommends changes for improvements in organization, staffing, and work methods procedures. Consults with officials in other offices in the process of devising and revising systems to accomplish the work of the Quality Assurance Program and the Operation. Coordinates with the Training Office to ensure training delivery addresses ongoing defect trends and provides assistance with resolving quality and training related issues. Reviews reports for agency and quality of completed work products. Advises management on the need for additional training of Customer Service Representative (CSR) and recommends the type of training (i.e., onthe-job, classroom, unit meeting etc.).

Requirements

Qualifications

Federal experience is not required. 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-time work 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. You must meet the following requirements by the closing date of this announcement: QUALIFICATION REQUIREMENTS: Basic Requirement (All Grade Levels): Individual Occupational Requirements Education Undergraduate and Graduate Education: Major study -- quality assurance, statistics, mathematics, production management, industrial management, computer science, engineering, engineering technology, physical sciences, textiles, or other fields related to the position. or Experience General Experience (for GS-5 positions): Experience in fields such as quality control, quality inspection, contracting and purchasing, supply and storage, industrial or production planning, research and engineering, maintenance, and test and evaluation that provided (1) familiarity with quality assurance or related work, (2) pertinent product or process knowledge and skill, (3) ability to interpret and apply contract requirements and engineering specifications, and (4) skill in dealing with others in person-to-person work relationships. QUALIFICATION REQUIREMENTS: SPECIALIZED EXPERIENCE: GS-11 Level: In addition to meeting the Basic Requirements, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to at least the GS-9 grade level in the Federal service. Specialized experience for this position includes: Experience in monitoring, controlling, or maintaining the quality of products or services in quality assurance, procurement, inspection, production, or related areas. Experience with a wide range of analytical and evaluative methods and techniques, to apply to programs, projects, and studies concerning the efficiency and effectiveness of operations and how to improve them; Experience planning, organizing, control, and coordinate Quality and Training activities; Experience with a variety of databases used to review technical and procedural material, some examples include: Quality Review Data Base (QRDBv2), Embedded Quality Review System (EQRS), Servicewide Electronic Research Program (SERP), On-line IRMs, and Lexis/Nexis, to be able to secure information; Experience gathering, assembling and analyzing information to draw logical conclusions regarding a service provider meeting contractual obligations. OR Ph.D. or equivalent doctoral degree in a field of study such as: quality assurance, statistics, mathematics, production management, industrial management, computer science, engineering, engineering technology, physical sciences, textiles, or other fields related to the position. OR Three (3) full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree in a field of study such as: quality assurance, statistics, mathematics, production management, industrial management, computer science, engineering, engineering technology, physical sciences, textiles, or other fields related to the position. OR LL.M., if related OR A combination of experience and education equivalent to the amount required. SPECIALIZED EXPERIENCE: GS-12 Level: In addition to meeting the Basic Requirements, you must have one year of specialized experience at a level of difficulty and responsibility equivalent to at least the GS-11 grade level in the Federal service. Specialized experience for this position includes: Experience in monitoring, controlling, or maintaining the quality of products or services in quality assurance, procurement, inspection, production, or related areas; Experience with a wide range of analytical and evaluative methods and techniques, to apply to programs, projects, and studies concerning the efficiency and effectiveness of operations and how to improve them; Experience with site and campus processing procedures and their effect on quality, resources, scheduling, and utilization to detect trends to improve procedures, through operational reviews, and assessing the sites delivery of work plan; Experience using functional programs, operations, and processes to ensure interrelationships to identify discrepancies and trends in performance; Experience planning, organizing, and recommending staff development, control, and coordinate Quality and Training activities; Experience with a variety of databases used to review technical and procedural material, some examples include: Quality Review Data Base (QRDBv2), Embedded Quality Review System (EQRS), Servicewide Electronic Research Program (SERP), On-line IRMs, and Lexis/Nexis, to be able to secure information. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. AND TIME AFTER COMPETITIVE APPOINTMENT: 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". For more information on qualifications please refer to OPM's Qualifications Standards.

Education

A copy of your transcripts or equivalent documentation is required for positions with an education requirement, or if you are qualifying based on education or a combination of education and experience. An official transcript will be required if you are selected. If the position has specific education requirements and you currently hold, or have previously held, a position in the same job series with the IRS, there is no need to submit a transcript or equivalent at this time. Applicants are encouraged, but are not required, to submit an SF-50 documenting experience in a specific series.

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 for Foreign Education Credentialing instructions.

Contacts

• Address WI SC - Accounts Management - Kansas City 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748