IS
$63,457 – $114,413
Via USAJOBS, the federal government’s official jobs site, retrieved October 30, 2026. You apply through the official announcement on USAJOBS.
What this role is
This role assesses the quality of IRS taxpayer service by analyzing call center interactions, identifying trends and procedural gaps, and recommending improvements to policies and training. It suits bilingual professionals with federal tax systems experience who can write reports and work with quality monitoring tools to drive operational excellence.
Our summary, not Internal Revenue Service’s wording. The full posting is on their site.
Skills this role names
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What they ask for
Required
- Bilingual proficiency in English and Spanish (speaking, reading, writing)
- One year of specialized experience with ACS, IMF, BMF systems (for GS-9) or at GS-9 level (for GS-11)
- Experience with IRS tax systems and tools
- Written communication experience for quality review summaries and reports
- Computer application proficiency (Excel, Word, PowerPoint)
- Time After Competitive Appointment: 90 days since latest non-temporary federal appointment
- Time in Grade: one year at next lower grade level
Nice to have
- Experience with Contact Recording and EQRS/NQRS review processes
- Experience with the rebuttal process
- Master's degree or higher (alternative qualification path)