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Lead Contact Representative ** 12-Month Roster** (Centralized Evaluative Reviewer)

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HelpDuties Summary
WHAT DOES A LEAD CENTRALIZED EVALUATIVE REVIEW (CER) DO? As a Lead CER reviewer you will provide leadership to a team of CER's completing evaluative reviews. Perform 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, job aids, and quality initiative. Performs an analysis of review results to improve overall quality performance.
WHAT IS THE WAGE & INVESTMENT DIVISION: The Wage & Investment Division (W&I) serves about 122 million taxpayers who file upwards of 94 million returns each year. Key W&I objectives are to provide high-quality taxpayer assistance, and to enable taxpayers to transact and communicate electronically to file their returns, make payments and receive assistance. W&I partners with private organizations to provide assistance to such disadvantaged groups as elderly and low-income taxpayers.
This is a roster announcement open continuously and allows applicants to apply up to the last cut off date listed in the announcement. The roster will be used to fill positions throughout the next 12 months. We are projecting approximately 10 vacancies may be filled during the life of this roster open period of 03/29/2018 to 02/05/2019. Selections may be made through 05/06/2019. Contingent upon funding and space requirements, one or more vacancies may be filled in the individual PODs listed below as they become available in that location during the life of this roster. Applicants need to apply and be eligible by 11:59 pm Eastern Time (ET) at the close of each of the following cutoff dates to be considered: 04/11/2018, 08/03/2018, 11/05/2018 and 02/05/2019. Applicants may also update their applications by the cut off dates.
Positions are in Accounts Management, Planning & Analysis, Embedded Quality CER. One vacancy in each of the following locations: 1821 Directors Blvd. Austin TX; 855 M Street Fresno CA; 2970 Market Street, Philadelphia, PA; 333 Scott Street, Covington, KY; 333 W. Pershing Road, Kansas City, MO; 310 Lowell Street, Andover, MA; 2385 Chamblee Tucker Road, Chamblee, GA; 1040 Waverly Avenue, Brookhaven, NY; 2262 Wall Avenue, Ogden, UT; 5333 Getwell Road, Memphis, TN.
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Responsibilities
As a Lead Centralized Evaluative Reviewer, you will:
Coach team in the evaluative review process, selection and application of appropriate problem solving methods and techniques, provide advice on work methods, practices and procedures, and assists the team and/or individual members in identifying the parameters of a viable solution.
Distribute, balance, monitor and report on workload in accordance with established workflow or job specialization. Assure equitable distribution among employees and timely accomplishment of assigned workloads.
Amend or reject work not meeting established standards, refer to supervisor questions or matters not covered by standards and problems in meeting performance standards.
Resolve simple informal complaints, refer others to supervisor; report on work load performance, progress and training needs of employees and on disciplinary problems.
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 issues were resolved and actions taken were complete and correct.
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.
Complete evaluative reviews on the CER reviewers in the team, identifying whether the determination of the CER reviewers was correct and whether the DCI was coded correctly and included all necessary item in the remarks section.
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
Travel Required
Not required
Supervisory status
No
Promotion Potential
09
Who May ApplyThis job is open to? Current IRS Internal/Agency Employees
Questions? This job is open to 1 group.
Job family (Series)
0962 Contact Representative
Requirements
HelpRequirements Conditions of Employment
Please refer to "Conditions of Employment."
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IRS employee on a Career or Career Conditional Appointment
Qualifications
You must meet the following requirements by the closing date of this announcement.
GS-09 LEVEL: You must have 1 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 and the specialization of the assigned workload to advise taxpayers of their rights and appeals procedures; Experience applying methods, precedents, and guidelines related to Accounts Management programs; Experience working, researching accounts and dealing with all individuals including third party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account. Servicing internal and external customers by identifying organizational functions, terminology, quality assurance techniques, and reporting requirements in order to coordinate workflow and resolve related problems; Experience assessing the performance capabilities of employees in order to assign work appropriately experience with organizational office operation, processing and procedures and administrative policies, to support the supervisor or to use when acting as supervisor; 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 VolunteerService. 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 have been at the GS-08 level for 52 weeks (time-in-grade requirement).
Education



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