Bi-lingual Technical Quality Analyst (JLodge) at Enterprise Information Services, LLC in Vienna, Virginia

Posted in Other 18 days ago.

Job Description:

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.

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