Quality Review Specialist

Internal Revenue Service; Chamblee (GA); Remote; USD 63,000 - 107,000; Full time

Job summary

The Internal Revenue Service in the United States is hiring for a Taxpayer Services role within the Taxpayer Assistance Center network. The position supports quality service, analyzes proposals, and updates procedures to improve taxpayer help. It is open to permanent employees and offers telework eligibility with a Day shift schedule.

Two openings are available, with a pay range of $63,457 to $106,982 per year. Applications close on 2026-10-01.

Qualifications

• A college or university degree generally must be from an accredited college or university recognized by the U.S. Department of Education.
• 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.

Responsibilities

• 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.
• Measures the accuracy of customer service provided by the Business Units using NQRS reports to assess quality and identify training needs or procedural problems.
• Briefs the CQRS Manager on tax law and procedural topics; provides technical and procedural support to field operations through quality conference calls and field assistance visits.

Education

Bachelor's degree or equivalent

Job description

• Schedule: Tour of Duty: Day Shift, Monday-Friday, 8:00am-4:30pm EST, 40 hours per week.

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

Key Responsibilities

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. 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 innovative ideas to promote quality within the Business Units.

Briefs the CQRS Manager on tax law and procedural topics that need special attention based on identified trends, deficiencies, and forecasting of upcoming customer needs. Provides technical and procedural support to field operations through quality conference calls, consistency exercises and initiatives, and field assistance visitations. STANDARD POSITION DESCRIPTIONS (SPD): PD99202 and PD99201 Visit the IRS SPD Library to access the position descriptions.

Requirements & 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.

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 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.

Which agency is hiring for this position?

This position is with Internal Revenue Service, Department of the Treasury.

What is the salary for this position?

The posted pay range is $63457 - $106982/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What is the application deadline?

Applications close on 2026-10-01.

How many openings are available?

There are 2 openings for this position.

What is the work schedule?

This is a Tour of Duty: Day Shift, Monday-Friday, 8:00am-4:30pm EST, 40 hours per week. position.

Who is eligible to apply?

This position is open under the 'Fed Transition' hiring path.

Source: USAJOBS.gov - U.S. Federal Government