Office of the Chief Financial Officer

Receive alerts when this company posts new jobs.

Similar Jobs

Job Details

Quality Assurance Specialist (Customer Service)

at Office of the Chief Financial Officer

Pay: $64603 to $83287/year
$64603 - $83287
Posted: 7/2/2019
Job Status: Full Time
Job Reference #: 2367198
Keywords:

Job Description

Overall Job Objective

Job Details

SERVICING PERSONNEL OFFICE/UNIT: Office of Human Resources (OHR)
POSITION SERIES: DS-1910  
POSITION GRADE: DS-11  
IF "OPEN UNTIL FILLED," FIRST SCREENING DATE: March 12, 2019
TOUR OF DUTY: To Be Determined
AREA OF CONSIDERATION: Unlimited
PROMOTION POTENTIAL: None   
NO. OF VACANCIES: One (1) or more
AGENCY: Office of Tax and Revenue (OTR), Customer Service Administration (CSA)               
DURATION OF APPOINTMENT: Permanent
COLLECTIVE BARGAINING UNIT: This position is in a collective bargaining unit.

BRIEF DESCRIPTION OF DUTIES: This position is located in the Office of the Chief Financial Officer (OCFO), Office of Tax and Revenue (OTR), Customer Service Administration (CSA). The incumbent monitors and evaluates employees' performance for a specific number of times each month and provides accurate timely employee performance scorecard reports to team leaders and/or supervisors. Ensures that an equal number of quality reviews are conducted monthly to assist Customer Service Specialists (CSS) with administering, interpreting and conveying tax laws to customers. Gathers feedback for improvement through internal and external communications; assists in compiling survey data and customer feedback for survey analysis in order to make internal and external communication recommendations for process improvement. Provides reports, trends analyses, and customer and employee feedback to supervisorsReviews tax returns and related documents for completeness and accuracy. Routinely observes customer interactions and reports any procedure or process that contains unnecessary hand offs or non-value added work to the interaction for resolution. Identifies processing problems to ensure CSS is taking appropriate and accurate actions to resolve inquiries efficiently and effectively. Collaborates with management when specific training needs are identified; assists with the training development and delivery to bridge knowledge gaps. Performs other related duties as assigned.      

Minimum Qualifications

Two (2) years of progressive work experience performing the related duties and responsibilities such as monitoring and evaluating daily operational procedures and employee work performance, conducting research, preparing reports, assisting in making recommendations for procedural and process improvement, and providing prompt and courteous customer service to internal and external customers.

Specialized Experience

Experience that provides the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression for this position.

Additional Information

COLLECTIVE BARGAINING UNIT:
 
Employment with the OCFO is at will.  However, the discipline and/or discharge of bargaining unit employees is governed by the collective bargaining agreement.
 
EEO STATEMENT:
 
The OCFO is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.
 
HOW TO APPLY:
 
All Applicants, including departmental employees and other DC Government Employees, must submit the District of Columbia application, DC 2000. (Resume may be attached). Incomplete applications (DC2000'S) will not be considered.  Employees affected by restructuring must submit their application with the application transmittal form. All applications, transcripts, and supporting documents must be received by closed of business (5:00 PM) on the closing date of the announcement or they will not be considered.

NOTE:  It is imperative that all information on the DC 2000, resume and supporting documents be both accurate and truthful and is subject to verification.  Misrepresentations of any kind may be grounds for disqualification for this position or termination.
 
JOB OFFERS
 
Official job offers are made only by the OCFO's Office of Human Resources.
 
PHYSICAL EFFORT:
 
Sedentary
 
REASONABLE ACCOMMODATION REQUESTS:
 
If you are scheduled for an interview and require any reasonable accommodation in our interview process, please inform the hiring representative who contact you to schedule your interview.  Whenever possible, please give the hiring representative sufficient time to consider and respond to your request. 
 
RESIDENCY PREFERENCE: 
 
An external applicant for a position in the OCFO who is a bona fide resident of the District of Columbia at the time of application, may claim a hiring preference over a non-resident applicant by completing the 'Residency Preference for Employment' form, DC 2000RP, and submitting it with the employment application, DC 2000. To be granted preference, an applicant must: (1) be qualified for the position; and (2) submit a claim form at the time of application. Except for employees entitled by law to preference, preference will not be granted unless the claim is made at the time of application.  This preference is only granted upon initial appointment.
 
NOTICE OF NON-DISCRIMINATION: 
 
In accordance with the D.C. Human Rights Act of 1977, as amended, D.C. Official Code section 2-1401.01 et seq., (Act) the District of Columbia does not discriminate on the basis of actual or perceived: race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, familial status, family responsibilities, matriculation, political affiliation, disability, source of income, or place of residence or business. Sexual harassment is a form of sex discrimination, which is also prohibited by the Act. In addition, harassment based on any of the above, protected categories is prohibited by the Act. Discrimination in violation of the Act will not be tolerated. Violators will be subject to disciplinary action.
 
NOTICE OF BACKGROUND INVESTIGATION AND PENALTIES FOR FALSE STATEMENTS:
 
Employment with the OCFO is subject to the completion and satisfactory result of a background investigation conducted by the OCFO.  For most positions, the investigation is conducted after commencement of duty, at which time you will be provided background and release of information forms to complete.  For more information, see the Employment Opportunities section at the OCFO website (www.cfo.dc.gov).  Certain highly sensitive positions however warrant completion of the OCFO background investigation prior to commencement of duty.  You will be informed if this is required.
 
Applicant understands that a false statement on any part of your application, including materials submitted with the application, may be grounds for not hiring you, or for firing you after you begin work (D.C. Official Code, section 1-616.51 et seq.) (2001).  The applicant understands that making a false statement on the application or on materials submitted with the application is punishable by criminal penalties pursuant to D.C. Official Code, section 22-2405 et seq. (2001).
 
SALARY REDUCTION OF REEMPLOYED ANNUITANTS
 
An individual selected for employment in the District Government on or after January 1, 1980, who is receiving an annuity under any District government civilian retirement system, shall have his or her pay reduced by the amount of annuity allocable to the period of employment as a reemployed annuitant.
 
VETERANS PREFERENCE:
 
Applicants claiming veteran's preference must submit official proof with the application.
 
WORKING CONDITION:
 
Office Environment