Job description

The Office of the Chief Financial Officer (OCFO) whose mission is to enhance the fiscal and financial stability, accountability and integrity of the Government of the District of Columbia is in search of a Customer Service QA Specialist (Quality Assurance Specialist). 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.

In addition, duties include but are not limited to:

• Ensuring that an equal number of quality reviews are conducted monthly to assist Customer Service Tax Specialists with administering, interpreting and conveying tax laws to customers.
• Gathering feedback for improvement through internal and external communications.
• Assisting in compiling survey data and customer feedback for survey analysis in order to make internal and external communication recommendations for process improvement.
• Providing reports, trends analyses, and customer and employee feedback to supervisors.
• Reviewing tax returns and related documents for completeness and accuracy.
• Routinely observing customer interactions and reporting any procedure or process that contains unnecessary hand offs or non-value added work.
• 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

For initial review, please submit your resume to the Office of the Chief Financial Officer, Office of Human Resources, located at 1101 4th Street, SW, Suite W220, Washington, DC 20024.

VACCINATION REQUIREMENT:
The Office of the Chief Financial Officer values the safety of our employees, our residents, and our visitors. In support of these values, if you are selected for this job you must be fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. If you are invited to join our team, you must submit proof that you are fully vaccinated against COVID-19 to your initial HR representative, or you must request an exemption from your representative. New employees must either provide proof of vaccination or be granted a medical or religious exemption before working with the Office of the Chief Financial Officer.

To complete an application or for additional details related to this vacancy, please visit www.cfo.dc.gov and reference announcement number: 22-AD-OTR-0008

The OCFO offers a competitive salary and benefits package including medical, dental, retirement, and educational assistance.

The Office of the Chief Financial Officer is an EQUAL OPPORTUNITY EMPLOYER

Job Type: Full-time

Pay: $70,592.00 - $91,007.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• Are you fully vaccinated against COVID-19?

Work Location: One location

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