The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. W&I provides high-quality taxpayer assistance, and enable taxpayers to transact and communicate electronically to file their returns and make payments.
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WHAT DOES A CENTRALIZED EVALUATIVE REVIEWER (CER) DO? As a CER reviewer you will perform duties relating to quality assurance and individual evaluative review of Contact Representatives (CR) and Tax Examiners (TE) on the full range of Individual and/or Business Masterfile (IMF/BMF), Tax Law, International, and/or Tax Exempt and Government Entities (TEGE) customer contacts through the Aspect Telephone System, written correspondence and returns/cases processed. Provide technical assistance to the AM workforce via documented feedback.. Performs an analysis of review results and creates job aids, and quality initiatives to improve overall quality performance.
As a Centralized Evaluative Reviewer you will:
Complete evaluative review on toll-free telephone calls utilizing the Contact Recording System, and/or reviews closed paper cases using the electronic Correspondence Imaging System (CIS), evaluating the effectiveness of the call/case, identifying if all customer
Evaluate current procedure and policy, proposing appropriate action which may include changes Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions.
Measure the accuracy of service provided to AM customers. Use quality monitoring techniques: contact recording, CIS, and diagnostic reports to assess quality and to identify trends affecting quality. Results may indicate training needs, procedural problems or areas needing emphasis.
Analyze and evaluate information involving the research of records and the nature of each inquiry.
Develop and prepare written or oral reports summarizing activities, identifying quality problem issues and recommending solutions for improvement.
WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at www.jobs.irs.gov
Job family (Series)
0962 Contact Representative
Conditions of Employment
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Must be a U.S. Citizen or National.
You must meet the following requirements by the closing date of this announcement.
GS-09 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-08 grade level in the Federal service. Specialized experience for this position includes: experience applying the methods, precedents, and guidelines related to individual and/or business accounts to determine the appropriate amount of tax, penalties, interest, or payments. Experience applying methods, precedents, and guidelines related to Accounts Management programs. Communicating specialized information with internal and external customers verbally or in writing to clarify and resolve their account or tax issues and to fully advise the taxpayer of options available for meeting tax obligations. Experience working and/or dealing with individuals including, third party representatives, where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account. Experience using interviewing techniques (e.g., disclosure requirements) to obtain and exchange information regarding reported or under-reported items. Experience using on-line systems, investigative techniques and procedures to research materials to make determinations. Experience in written communication in order to prepare and present reports, draft proposals, conduct presentations, coordinate work processes and provide constructive feedback. Experience utilizing inventory management procedures to control casework and conduct research.
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.
In addition to the above requirements, you must meet the following, if applicable:
You must have been at the GS-08 level for 52 weeks (time-in-grade requirement).
Department Of The Treasury