Bi-lingual Technical Quality Analyst JLodge

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Security Clearance required:
No clearance required
Cognosante is on a mission to transform our country's healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!
Job Description
JLodge, a Cognosante Company, is hiring Bilingual Technical Quality Analysts
to support our customers' goal of improving and maintaining the performance of their technical help desk functions. The Bilingual Technical Quality Analyst is responsible for analyzing the effectiveness of individual help desk support. To accomplish this, the QA reviews recorded help desk calls and evaluate the calls for compliance to customer policies and procedures and observable soft skills such as clear communication and empathy to the end user's problem. Based on the review, the Quality Analyst provides a concise written analysis of the interaction along with feedback and coaching recommendations to improve the help desk analyst's performance. The QA may also provide measurements to help gauge the end user's overall level of satisfaction with the contact event.
This is a part-time position, working from the Bilingual Technical Quality Analyst's home/remotely
A typical work week will consist of 4-hour shifts per day, Monday- Friday, between the hours of 8am - 5pm EST. Two shifts are available, 8am - 12pm and 1pm - 5pm (all times based on Eastern Time Zone). All employees are required to commit toat least20 hours per week.
Training will be 90 days of remote web-based training. You will be required to pass a proficiency test within the first 30 days of training to continue on in the process. Classes will run 4-5 hours per day, Monday- Friday, anytime between the hours of 8am - 5pm EST. Breaks will be administered.
Key Responsibilities
Audit recorded help desk calls
Take notes during the review audit, understanding and interpreting the interaction between the caller and the help desk team member
Analyze sessions for adherence to policies and procedures and the use of soft skills to effectively and efficiently solve issues, completing an audit form on each interaction
Provide clear and concise written feedback on the analysis, outlining what went well, what could be improved, and coaching tips on how to improve performance
Read from written work guidelines and apply those guidelines to the audit process
Required Qualifications
To be considered for this role, candidates must have the following:
At least 1-2 years of experience in a position that requires independent problem-solving and reasoning in a technical setting. This may include degrees in computer science or application or help desk certifications. The best candidates will have hands-on technical help desk experience.
Demonstrated attention to detail
Demonstrated ability to multitask and toggle between computer applications to accomplish work tasks
Ability to comprehend and interpret recorded audio material
Strong interpersonal skill sets that translate into good customer service
Strong written communication skills and the ability to translate complicated technical jargon and issues into easily understood language for the layperson
Proficiency in MS Word and Excel
High school diploma or GED required. An associate's or bachelor's degree in a technical discipline is highly desired
Candidates that do not meet the required qualifications will not be considered.
Additional Minimum Qualifications
For these home-based positions, all candidates must have the following to be considered
An at-home office that is free of normal household distractions
High-speed Internet access
PC equipped with MS Word and Excel
Quick tips on virtual hiring success:
Test your tech
-make sure your internet connection and video conferencing program are both working prior to your interview.
Dress appropriately
-dress for success and ensure your surroundings are tidy.
Be prepared
-do your homework, rehearse your responses to key interview questions, and prepare your own questions.
Be personable
-make eye-contact, smile often, and demonstrate enthusiasm for the role.
Remove distractions
-engage with the interviewer by removing all distractions, including your smartphone.
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
As a covered federal contractor, Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 by December 8, 2021 or prior to your start date; whichever comes first. Cognosante will consider requests for reasonable accommodations due to disability or sincerely held religious belief.
Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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