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Job Description

This is a ‘Pipeline’ posting.  When a position becomes available, a requisition will be opened, and all qualified applicants will be notified with instructions.

J. Lodge a Cognosante Company is hiring Part-time Bilingual Spanish Technical Quality Analysts to support our customers’ goal of improving and maintaining the performance of their technical help desk functions. The Technical Quality Analyst is responsible for analyzing the effectiveness of individual help desk support. To accomplish this, the Technical Quality Analyst reviews recorded help desk calls and evaluates 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 Technical 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 Technical Quality Analyst 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 remotely from the Bilingual Spanish Technical Quality Analyst's home.

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 EST and 1pm – 5pm EST. All employees are required to commit to work at least 20 hours per week.

Training will include 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 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 callsTake notes during the review audit, understanding and interpreting the interaction between the caller and the help desk team memberAnalyze 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 interactionProvide clear and concise written feedback on the analysis, outlining what went well, what could be improved, and coaching tips on how to improve performanceRead from written work guidelines and apply those guidelines to the audit process

Required Qualifications

Must be proficient in speaking, reading, and writing in English and Spanish1 year experience in a position that requires independent problem-solving and reasoning.Customer Service knowledgeAbility to focus on attention to detailAbility to comprehend and interpret recorded audio materialAbility to multitask and toggle between computer applications to accomplish work tasksStrong interpersonal skillsets that translate into good customer serviceStrong written communication skills and the ability to translate call center jargon and issues into easily understood language for the lay personProficiency with MS Word and ExcelHigh school diploma or GED required. An associate or bachelor’s degree 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 distractionsHigh-speed Internet accessPC equipped with MS Word and Excel

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

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.

Compensation

$12.73 - $19.10

The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may will be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.

Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com. Thank you.

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.