Patricia Ann McGraw
Clovis,United States
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans, and scripts. Dedicated to analyzing and resolving defects.
Overview
7
7
years of professional experience
Work History
Quality Analyst GS: 09-07
Internal Revenue Service
06.2024 - Current
- Monitored telephone calls and/or reviewed paper cases, evaluated the effectiveness of contacts/paper cases; independently determined functions requiring additional reviews; and forwarded those recommendations to Quality Assurance.
- Conducted reviews of work processes, programs, studies of workflow, etc. to achieve the objectives outlined by the Manager, Quality, Compliance, or the Quality Assurance Program Manager.
- Used monitors, reviewed cases, programs, work process or workflow studies to prepare reports summarizing activities and identified quality problem areas and recommends solutions for problems.
- Used quality information as well as local diagnostic reports to identify trends affecting quality.
- Made presentations and briefed Quality Assurance, PAS, or Compliance Program Manager concerning program problems, and seek management approval and cooperation in implementing quality enhancement activities.
- Briefs the Manager, Compliance, PAS, and/or the Quality Assurance Program Manager on tax law and procedural topics that need special attention based on identified trends, deficiencies, and forecasts of upcoming taxpayer needs.
- Develops innovative ideas to promote quality within the SB/SE and W&I operation.
- Provides input on changes in methods, procedures and techniques to improve baseline measures and Employee/organizational efficiency for assigned functions.
- Analyzes the impact of the formal compliance training program on quality of work and work products.
- Conducts training sessions.
Lead Tax Examining Technician
Internal Revenue Service
02.2022 - 06.2024
- Distributed, balanced, monitored and reports on workload in accordance with established workflow or job specialization.
- Assures equitable distribution among employees and timely accomplishment of assigned workload.
- Amended or rejected work not meeting established standards and referred to supervisor any problems on meeting performance standards.
- Maintained current knowledge of procedures, policies and directives; answered questions; and provided both classroom and OJT instruction to employees.
- Resolved simple informal complaints, referred others to supervisor; reported on performance, progress and training needs of employees and on disciplinary problems.
- Performed administrative duties in the absence of the manager.
- Made suggestions concerning personnel actions and recognition of outstanding performance.
Supervisory Tax Examiner
Internal Revenue Service
10.2021 - 02.2022
- Planed work to be accomplished by subordinates, sets and adjusted short-term priorities, and prepared schedules for completion of work.
- Assigned work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees.
- Evaluated work performance of subordinates and made recommendations for outstanding performance recognition or disciplinary action.
- Gave advice, counsel, or instruction to employees on both technical work and administrative matters.
- Made decisions on work problems presented by subordinates or customers from organizations serviced.
- Recommended awards for subordinates and changes in the organizational structure which is subject to approval by higher level management.
- Interviewed candidates, recommended appointment, promotion, or reassignment for positions in the unit.
- Hear and resolve complaints from employees and group grievances.
- Effect minor disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases.
- Made decisions on routine training needs.
- Initiated ways to improve production goals and increase the quality of the work directed.
- Developed or participated in setting performance standards.
- Approved and disapproved leave and recommend action in unusual cases.
Lead Tax Examining Technician
Internal Revenue Service
07.2018 - 10.2021
- Distributed, balanced, monitored and reports on workload in accordance with established workflow or job specialization.
- Assured equitable distribution among employees and timely accomplishment of assigned workload.
- Amended or rejected work not meeting established standards and referred to supervisor any problems on meeting performance standards.
- Maintained current knowledge of procedures, policies and directives; answered questions; and provided both classroom and OJT instruction to employees.
- Resolved simple informal complaints, referred others to supervisor; reported on performance, progress and training needs of employees and on disciplinary problems. Performed administrative duties in the absence of the manager.
- Made suggestions concerning personnel actions and recognition of outstanding performance.
Skills
- Data analysis expertise
- Analytical problem solving
- Analytical decision-making
- Quality improvement
- Training implementation
- Educational resource creation
Duties And Accomplishments
- Created and revised procedures, checklist and job aids that resulted in process consistency and reduced error disputes.
- Problem resolution root cause analysis.
- Monitored in-bound and out-bound calls made and received by various operation teams and provided feedback to improve their client experience.
Awards
- NPAP CASH PERFORMANCE AWARD, 11/17/24
- TS BU SPECIAL ACT AWARD, 05/19/24
- W&I SPECIAL ACT AWARD, 09/10/23
- W&I SPECIAL ACT AWARD, 07/16/23
- W&I SPECIAL-ACT AWARD, 06/04/23
Personal Information
Citizenship: United States Citizen
Timeline
Quality Analyst GS: 09-07
Internal Revenue Service
06.2024 - Current
Lead Tax Examining Technician
Internal Revenue Service
02.2022 - 06.2024
Supervisory Tax Examiner
Internal Revenue Service
10.2021 - 02.2022
Lead Tax Examining Technician
Internal Revenue Service
07.2018 - 10.2021
Similar Profiles
Debbie BalsitisDebbie Balsitis
Case Advocate at Internal Revenue Service-Taxpayer Advocate ServiceCase Advocate at Internal Revenue Service-Taxpayer Advocate Service
Towanda GlennTowanda Glenn
Contact Representative at Internal Revenue ServiceContact Representative at Internal Revenue Service
Meredith RenfroMeredith Renfro
Correspondence Examination Technician at Internal Revenue ServiceCorrespondence Examination Technician at Internal Revenue Service
Mistie GonzalesMistie Gonzales
Tax Examiner/Data Transcriber at Internal Revenue Service, IRSTax Examiner/Data Transcriber at Internal Revenue Service, IRS
gloria olpgloria olp
Customer Service Associate at Lowes Home Improvement WarehouseCustomer Service Associate at Lowes Home Improvement Warehouse