Posted in Other 18 days ago.
Technical Quality Analyst - Bilingual English/Spanish
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.
To be considered for this role, candidates must have the following:
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