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Duties

WHAT IS THE TAXPAYER SERVICES 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: Customer Account Services. The following are the duties of this position at the full working level; Evaluates current procedures and policy, proposes appropriate action, which may include providing draft Probe and Response Guide, Interactive Tax Law Assistant (ITLA), and Internal Revenue Manual (IRM) revisions. With assistance, 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. With assistance, completes non-evaluative National reviews of customer inquiries, contacts and case processing via contact recording and CIS as applicable on the various product lines within the Business Units operations by evaluating the technical accuracy, adherence to procedural and regulatory requirements, timeliness and customer satisfaction. Follows established Contact Recording procedures when reviewing contacts from the inbox for National Review. Review records are input to NQRS which is accessible by the Business Unit operations nationwide. Using review information/data, forwards recommendations to the CQRS Manager as well as the Headquarter Product line and Policy Analysts for Quality. This position has career progression. If you are selected at a grade level lower than the full working level, you may be non-competitively promoted as your career progresses. For example, you may be hired as a GS-05, but if the position has career progression to GS-11, then you may move from a GS-05 to a GS-11 in as little as three years.

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: SPECIALIZED EXPERIENCE: GS-9 Level: 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)). 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 EDUCATION: 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 graduate education and experience equal to that described above. 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)). 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 EDUCATION: 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 or graduate education and experience equivalent to that described above. OR COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions. 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 TS - CAS-Customer Account Services 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748