Job Details

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. 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.
2. Evaluates current procedures and policy, proposes appropriate action, which may include providing draft Probe and Response Guide, Interactive Tax Law Assistant (ITLA), and IRM revisions.
3. Works closely with the CQRS management and analysts and develops communication with appropriate field personnel in order to address issues that impact the call site/campus/TAC and Business Unit customers, such as establishing procedures for inclusion in the Probe and Response Guide, ITLA and IRM.
4. 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.
5. Develops and prepares written or oral reports summarizing activities, identifying quality problem areas, and recommending solutions for improvements.

STANDARD POSITION DESCRIPTIONS (SPD): PD99204 and PD99205 Visit the IRS SPD Library to access the position descriptions.