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 This job (or announcement) is open to current permanent IRS competitive service employees in Taxpayer Services business units. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS
The following are the job specific duties of this position. 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 draft Probe and Response Guide, Interactive Tax Law Assistant (ITLA), and IRM revisions.
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. 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. Develops and prepares written or oral reports summarizing activities, identifying quality problem areas, and recommending solutions for improvements.
STANDARD POSITION DESCRIPTIONS (SPD): PD99201 and PD99202 Visit the IRS SPD Library to access the position descriptions.
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).
As a current IRS employee, you know the great benefits we offer. Should you have any questions about benefits, please contact the Employee Resource Center (ERC) at 1-866-743-5748 option #1 for ERC.
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This position is with Internal Revenue Service, Department of the Treasury.
The posted pay range is $63457 – $106982/yr.
This position is eligible for telework.
Applications close on 2026-09-30.
There are 5 openings for this position.
This is a TOD: 8:00AM -4:30PM EST Monday - Friday position.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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