Quality Review Specialist

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.

1. 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.
2. Develops and prepares written or oral reports summarizing activities, identifying quality problem areas, and recommending solutions for improvements.
3. Makes presentations and briefs CQRS concerning program problems, and seeks management approval and cooperation in implementing quality-enhancement activities.
4. 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.
5. 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.

STANDARD POSITION DESCRIPTIONS (SPD): PD99201 and PD99202 Visit the IRS SPD Library to access the position descriptions.