Quality Review Specialist (Bilingual Spanish) (GS-9/11)

Summary

WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in following area(s): TS - Non Service Center - Joint Operations Center, Centralized Quality Review Systems, Review Section 3 REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER 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. 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. Evaluates current procedures and policy, proposes appropriate action, which may include providing draftProbe and Response Guide, Interactive Tax Law Assistant (ITLA), and IRM revisions. Works closely with the CQRS management and analysts and develops communication with appropriatefield personnel in order to address issues that impact the call site/campus/TAC and Business Unitcustomers, such as establishing procedures for inclusion in the Probe and Response guide, ITLA and IRM. Measures the accuracy of customer service provided by the Business Units. Uses quality monitoring NationalQuality Review System (NQRS) reports to assess quality and to identify trends affecting quality, which mayindicate training needs, procedural problems, or other areas needing emphasis. Develops and prepares written or oral reports summarizing activities, identifying quality problem areas, andrecommending solutions for improvements. STANDARD POSITION DESCRIPTIONS (SPD): PD99205 and PD99204 Visit the IRS SPD Library to access the position descriptions.

Qualifications

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/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: To qualify for this position you must meet the qualification requirements outlined below: SPECIALIZED EXPERIENCE GS - 9: 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 Automated Collection System (ACS) telephone program, Individual Master File (IMF)and Business Master File (BMF); Experience with ACS, IDRS, AMS, SERP, IAT tools, EUP, and IRM 5.19 Experience in written communication (i.e., writing summaries, reports and/or feedback for quality review); Experience with computer applications (i.e., Excel, Word, PowerPoint) to create, manipulate and/or present information; Experience with Contact Recording. 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 COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education equivalent to that described above. SPECIALIZED EXPERIENCE GS - 11: 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 Automated Collection System (ACS) telephone program, Individual Master File (IMF)and Business Master File (BMF); Experience on ACS, IDRS, AMS, SERP, IAT tools and IRM 21; 5.19; Experience in written communication (i.e., writing summaries, reports and/or feedback for quality review; Experience with computer applications (i.e., Excel, Word, PowerPoint) to create, manipulate and/or present information; Experience with Contact Recording and performing reviews via EQRS/NQRS, and the rebuttal process; OR EDUCATION: A Ph.D. or equivalent doctoral degree OR Three full years of progressively higher-level graduate education leading to a Ph.D. or equivalent doctoral degree in related field OR LL.M., if related. OR COMBINATION OF EXPERIENCE AND EDUCATION: You may qualify by a combination of experience and education equivalent to that described above. AND You must also meet the following requirement(s): TIME AFTER COMPETITIVE APPOINTMENT (TACA): 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" TIME IN GRADE (TIG): For positions above the GS-05, applicants must meet applicable time-in-­grade requirements to be considered eligible. One year (52 weeks) at the next lower grade level is required to meet the time-in-grade requirements for the grade you are applying for. For positions at the GS-05, you cannot advance to the GS-05 if you have held a GS-02 in the past 52 weeks. There is no TIG restriction for GS-02, 03 or 04 positions. BILINGUAL POSITION: Applicants will be required to demonstrate proficiency (ability to speak, read, and write) in both English and Spanish. You may be tested at some point in the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate proficiency, you will not be considered for the position. For more information on qualifications please refer to OPM's Qualifications Standards.

Requirements

Probationary Period - A person who is required to go through a probationary period and then is transferred, promoted, demoted, or reassigned before he or she completes such period is required to complete the remainder of the probationary period in the new position. ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS SECTION

Education

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 (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).

How you will be evaluated

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evaluated further. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Attention to Detail Oral Communication Problem Solving Quality Assurance Technical Competence Technology Application Written Communication Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. Rating: Your application will be evaluated in accordance with the Service's Merit Promotion Plan. A quality group rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level groups, Superior/Best Qualified, Highly Qualified and Qualified. Referral: Eligible applicants rated in the highest quality group, may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in quality group order. We will not reimburse costs related to the interview such as travel to and from the interview site. Performance Appraisal and Awards - Will not be used in determining your overall rating. Any performance appraisal/evaluation and award documentation you provide will be forwarded to the selecting official. The selecting official will review this documentation and give it due weight consideration during the overall selection process. IRS employees may obtain their most recent awards listing at https://persinfo.web.irs.gov/. If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP), you must receive a score of Highly Qualified or better to be rated as "well qualified" to receive special selection priority.

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply for and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section. The application package must be submitted by 11:59 PM (ET) on the closing date of the announcement in order to receive consideration. We are available to assist you during business hours (normally 8:00 a.m. - 4:00 p.m. ET, Monday - Friday). If applying online poses a hardship, please contact us by noon ET on 11/04/2026. To begin the application process, click the "Apply Online" button. You will be re-directed to USA STAFFING to continue your application process; answer the online questions. To preview the Application Questionnaire, please click the following link:https://apply.usastaffing.gov/ViewQuestionnaire/13102332. Upload all required documents. (To submit supporting documents, import documents from USAJOBS to the appropriate document types. If the document you need is not imported from USAJOBS, you may upload it directly into this application.) Click the Submit Application button. Reasonable Accommodations (RA): We provide reasonable accommodation to applicants with disabilities on a case-by-case basis; contact us if you require this for any part of the application and hiring process. To review reasonable accommodation policies and procedures please visit https://www.opm.gov/policy-data-oversight/disability-employment/reasonable-accommodations/. To update your application, including supporting documentation: Visit USAJOBS - How to Update Application during the announcement open period, make updates or add supporting documentation, then continue through the entire application process and click Submit Application to send updates to the hiring agency. This option will no longer be available once the announcement has closed. To view the job status or your application status: Visit USAJOBS - How to View Application/Job Status. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.

Other information

Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. Additional jobs may be filled from this announcement or any other source to fill these vacancies. Alternative work schedule, staggered work hours may be available. Salary: General Schedule (GS) Locality Pay tables may be found under Salaries & Wages.