21 days old

Technical Quality Analyst (Bilingual/Spanish)

Cognosante
Work Remotely
Apply Now
Apply on the Company Site
  • Job Type
    Employee
  • Job Status
    Part Time
  • Shift
    1st Shift, 2nd Shift, 3rd Shift

This is a part-time position, working from the 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 to at least 20 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

Requirements

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
Posted: 2019-09-27 Expires: 2019-10-27

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Technical Quality Analyst (Bilingual/Spanish)

Cognosante

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